ServiceNow Platform Support (Custom Applications)

Role Name:

L1 Helpdesk Team Lead ServiceNow Platform Support (Custom Applications)

Experience Range:

6 - 8 years overall, with 3+ years in a leadership or supervisory role in IT support, and 24 years of experience in ServiceNow platform support

About the Role

We are looking for a proactive and service-oriented Helpdesk Team Lead to manage frontline support operations for our custom-built applications on the ServiceNow platform, with a strong emphasis on the Service Portal interface. This role is central to ensuring the timely resolution of incidents, effective queue management, and high customer satisfaction all within an ITIL-aligned framework.
You will lead a team of L1 support analysts, oversee ticket triage and escalation, and collaborate with cross-functional teams to ensure platform stability and continuous service improvement. This is a leadership opportunity to shape the user support experience in a dynamic and evolving environment.

Key Responsibilities

Team Leadership & Operations

• Lead and manage the L1 Helpdesk team, ensuring timely and high-quality resolution of incidents and service requests.
• Oversee the onboarding of new team members, ensuring they are trained on ServiceNow tools, support processes, and customer service standards.
• Ensure all incidents and service requests are resolved within defined SLAs and OLAs.
• Monitor and manage the helpdesk queue, ensuring accurate triage, prioritization, and escalation of tickets.
• Coordinate staffing schedules, shift rotations, and workload distribution to ensure 24/7 support coverage.
• Mentor and coach team members, conduct performance reviews, and identify training needs.

Incident & Escalation Management

• Act as the first point of escalation for unresolved or complex L1 issues.
• Lead the response to major incidents, ensuring timely coordination, stakeholder communication, and resolution.
• Conduct post-incident reviews and contribute to root cause analysis and preventive actions.
• Ensure adherence to ITIL best practices for Incident Management, Service Request Fulfilment, and Knowledge Management.

ServiceNow Platform Support

• Oversee L1 support for custom ServiceNow applications and the Service Portal interface.
• Perform basic configuration tasks, user account administration, and access management within ServiceNow.
• Collaborate with L2/L3 teams for escalations, platform enhancements, and bug fixes.
• Participate in testing and validation of new ServiceNow features, upgrades, and patches.

Reporting & Continuous Improvement

• Track and report on KPIs such as First Call Resolution (FCR), Mean Time to Resolution (MTTR), Customer Satisfaction (CSAT), and many more.
• Analyze recurring issues and recommend improvements to reduce ticket volume and enhance user experience.
• Maintain and improve support documentation, SOPs, and knowledge base articles.
• Conduct regular quality audits of tickets and support interactions to ensure consistency and service excellence.
• Prepare and present reports on helpdesk performance, trends, and improvement initiatives to leadership.

Stakeholder Engagement

• Maintain clear, timely, and effective communication with end-users regarding ticket status, guidance, and resolution timelines.
• Manage customer escalations with professionalism, ensuring timely resolution and user satisfaction.
• Act as a liaison between the L1 team and other IT functions (e.g., Application Support, Infrastructure, Product Teams).
• Represent the support team in operational meetings and contribute to service improvement initiatives.

Essential Skills & Experience

• Strong experience in ServiceNow platform support, particularly with custom applications and Service Portal.
• Proficiency in JavaScript, client/server-side scripting, and ServiceNow components such as Business Rules, Script Includes, UI Policies, and Data Policies.
• Hands-on experience with REST/SOAP API integrations, UI Pages, UI Macros, HTML, CSS, and AngularJS.
  Familiarity with Now Experience UI Builder, Integration Hub, and Mobile Agent capabilities.
• Strong understanding of ITIL practices with ITIL v3/v4 Foundation Certification and related service management principles.
• Excellent troubleshooting, communication, and customer service skills.
• Demonstrated ability to lead under pressure, prioritize effectively, and make sound decisions.

Preferred Attributes

• Degree in Computer Science, Engineering, or a related field.
• ITIL Foundation certification or equivalent.
• Experience working in Agile or DevOps environments.
• Experience with reporting and dashboard creation in ServiceNow.
• Strong analytical mindset with the ability to make data-driven decisions.
• Exposure to ServiceNows AI and automation features (e.g., Virtual Agent, Predictive Intelligence).
• A natural coach and mentor with a passion for developing talent and fostering team growth.