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Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.
The Lead Platform Administrator provides day-to-day operational leadership for Fullsteam’s Tier 1/2 support functions, covering incidents, problems, service requests, and inquiries managed in ServiceNow. Reporting to the Senior Manager of Enterprise Service Delivery, this working lead independently executes the established service delivery operating model, maintains team standards, and drives service quality and performance. Responsibilities include queue health, quality assurance, cross-functional escalations, CSAT follow-up, and weekly reporting to IT leadership.
The role leads Tier 1/2 operational improvements and partners with the Senior Manager on broader initiatives involving KPIs, operational risk, call center performance, and the end-user support experience. It also owns the day-to-day performance and optimization of ServiceNow AI Agent and Virtual Agent capabilities and handles tickets alongside the team as needed.
This is a non-supervisory role with no direct reports. The Lead provides day-to-day direction, peer coaching, and process-focused QA feedback without formal people-management authority. Formal performance management, attendance, conduct, service strategy, operating model design, and organizational accountability remain with the Senior Manager.
Primary Responsibilities
Team Coordination & Quality
- Lead daily execution of the Tier 1/2 operating model, including queue coverage, shift coordination, prioritization, workload balancing, SLA performance, and operational issue resolution.
- Own QA practices, including ticket reviews, ServiceNow handling standards, documentation, knowledge base expectations, trend identification, and constructive feedback.
- Provide peer leadership on processes, complex issues, and knowledge sharing; escalate personnel and performance concerns to the Senior Manager.
Service Desk Operations
- Own daily Tier 1/2 queue health, monitoring ticket volume, aging, backlog, and SLA risk across incidents, problems, service requests, and inquiries.
- Handle tickets alongside the team during peak volume, coverage gaps, or complex issues while modeling quality and customer service standards.
- Coordinate Tier 3 and cross-functional escalations through resolution, maintaining accountability for progress, communication, and follow-through.
Metrics, KPIs & Reporting
- Monitor and report service performance; recommend improvements to KPIs covering ticket volume, first-contact resolution, SLA attainment, aging and backlog, reopen rate, CSAT, AI deflection, escalation accuracy, and average handle time.
- Deliver weekly IT leadership reports highlighting performance, trends, risks, notable escalations, and improvement actions.
AI-Assisted Service Delivery
- Optimize ServiceNow AI Agent and Virtual Agent capabilities for approved, high-volume, low-complexity Tier 1 requests.
- Maintain appropriate boundaries between AI-handled and human-handled work, adjust automation based on risk, and ensure escalation handoffs preserve ticket context.
- Improve Now Assist or equivalent case summarization and suggested-resolution capabilities using QA findings, resolved-ticket patterns, and knowledge base improvements.
Escalations, CSAT & Stakeholder Management
- Manage escalated incidents and requests through resolution, including triage, stakeholder communication, and cross-functional coordination.
- Own CSAT follow-up by investigating dissatisfied responses, identifying root causes, coordinating corrective actions, and monitoring results.
Continuous Improvement & Risk
- Lead Tier 1/2 improvements across workflows, documentation, knowledge management, self-service, automation, and service consistency; partner with the Senior Manager on broader cross-functional initiatives.
- Identify recurring service patterns and operational risks, including coverage or skill gaps, tooling limitations, and call center performance issues; recommend mitigations and support approved changes through implementation.
Skills & Competencies
- Strong knowledge of service desk operations, including incident and request handling, queue management, and SLA management.
- Hands-on ServiceNow experience with ticket management, reporting, and dashboards.
- Ability to independently lead daily operations, reinforce team standards, guide technical staff as a peer lead, and influence outcomes without formal management authority.
- Strong customer service, de-escalation, communication, and documentation skills; composed under pressure.
- Ability to interpret service metrics, communicate performance and risks to leadership, and drive improvements through implementation.
- Solid Tier 1/2 technical foundation in Windows, Microsoft 365, endpoint support, Entra ID, and common enterprise applications.
- Familiarity with ServiceNow AI Agent Studio, Virtual Agent, Now Assist, or comparable AI-assisted service capabilities, including evaluating appropriate automation opportunities.
Preferred Skills & Experience
- ITIL: Familiarity with ITIL 4 practices, particularly incident management, request fulfillment, and service desk operations; ITIL Foundation certification preferred.
- ServiceNow Reporting: Experience with Performance Analytics or platform-native reporting and dashboards.
- Call Center Operations: Experience coordinating work in high-volume phone or chat environments and monitoring channel performance.
- CSAT Management: Experience with CSAT/XLA programs, survey follow-up, and measurable satisfaction improvements.
- Knowledge Management: Experience maintaining knowledge bases and improving shift-left and self-service adoption.
- Certifications: HDI Support Center Team Lead, HDI Desktop Support, CompTIA A+/Network+, or Microsoft fundamentals certifications.
Minimum Qualifications
- At least 4 years of professional IT service desk or end-user support experience, including at least 1 year in a lead or senior capacity, formal or informal.
- Hands-on experience with ServiceNow or a comparable enterprise ITSM platform, with the ability to quickly adopt ServiceNow.
- Associate’s or bachelor’s degree in Information Technology, Information Systems, or a related field, or equivalent professional experience.
Salary Range: $90,000 - $110,000 USD
Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.
