Lead Platform Administrator

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.

About Fullsteam

It's fun to work in a company where people truly BELIEVE in what they're doing!

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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• & 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.
• Experience coordinating work in high-volume phone or chat environments and monitoring channel performance.

Requirements

• 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.
• Familiarity with ITIL 4 practices, particularly incident management, request fulfillment, and service desk operations; ITIL Foundation certification preferred.
• Experience with Performance Analytics or platform-native reporting and dashboards.
• Experience maintaining knowledge bases and improving shift-left and self-service adoption.
• HDI Support Center Team Lead, HDI Desktop Support, CompTIA A+/Network+, or Microsoft fundamentals certifications.
• 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.

Preferred

• Experience with CSAT/XLA programs, survey follow-up, and measurable satisfaction improvements.

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.