ServiceNow Platform Support

As an experienced L1 Helpdesk Team Lead with a focus on ServiceNow Platform Support for custom applications, you will play a crucial role in managing frontline support operations. Your primary responsibility will be to ensure timely incident resolution, effective queue management, and high customer satisfaction within an ITIL-aligned framework. In this role, you will lead a team of L1 support analysts, oversee ticket triage and escalation, and collaborate with cross-functional teams to maintain platform stability and drive continuous service improvement. Your leadership skills will be instrumental in shaping the user support experience in a dynamic and evolving environment. Your key responsibilities will include: - Leading and managing the L1 Helpdesk team to ensure timely incident resolution and service request fulfillment. - Onboarding and training new team members on ServiceNow tools, support processes, and customer service standards. - Monitoring and managing the helpdesk queue for accurate triage, prioritization, and escalation of tickets. - Coordinating staffing schedules to ensure 24/7 support coverage and mentoring team members to enhance their performance. - Acting as the first point of escalation for complex L1 issues and leading responses to major incidents. - Overseeing L1 support for custom ServiceNow applications, performing basic configuration tasks, and collaborating with L2/L3 teams for escalations. - Tracking and reporting on key performance indicators (KPIs) to drive continuous improvement and enhance the user experience. - Maintaining effective communication with end-users, managing customer escalations, and representing the support team in operational meetings. To excel in this role, you should have: - Strong experience in ServiceNow platform support, particularly with custom applications and the Service Portal interface. - Proficiency in JavaScript, client/server-side scripting, and various ServiceNow components. - Familiarity with ITIL practices and related service management principles. - Excellent troubleshooting, communication, and customer service skills. - Ability to lead under pressure, prioritize effectively, and make sound decisions. Preferred attributes include a degree in Computer Science or related field, ITIL Foundation certification, experience in Agile or DevOps environments, and exposure to ServiceNow's AI and automation features. If you are a natural coach and mentor with a passion for talent development and team growth, this leadership opportunity is for you.,