Lead Platform Administrator

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $90k - $110k / year

⏰ Full Time

🟠 Senior

🖥️ Administration

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Fullsteam

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🚘 Automotive

🏥 Healthcare

📦 Logistics

Automotive • Healthcare • Logistics

Fullsteam is a leading provider of modern and scalable payments technology integrated with vertical software to offer industry-specific features and end-to-end business management systems. It delivers mission-critical infrastructure and technology, empowering a wide range of niche industries such as automotive, healthcare, recreation, and self-storage. Fullsteam's cloud-first payments technology is designed for secure, seamless integration with other vertical software, transforming how various industries conduct business. The company also offers membership and event management software for nonprofits, as well as ERP solutions for B2B markets.

📋 Description

• 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 quality assurance practices, including ticket reviews, ServiceNow handling standards, documentation, knowledge base expectations, trend identification, and feedback • Provide peer leadership on processes, complex issues, and knowledge sharing • Own daily Tier 1/2 queue health by monitoring ticket volume, aging, backlog, and SLA risk • Handle tickets during peak volume, coverage gaps, or complex issues • Coordinate Tier 3 and cross-functional escalations through resolution • Monitor and report service performance and recommend KPI improvements • Deliver weekly IT leadership reports covering performance, trends, risks, escalations, and improvement actions • Optimize ServiceNow AI Agent and Virtual Agent capabilities • Improve Now Assist or equivalent case summarization and suggested-resolution capabilities • Manage escalated incidents and requests through resolution • Own CSAT follow-up, investigate dissatisfied responses, identify root causes, and coordinate corrective actions • Lead Tier 1/2 improvements across workflows, documentation, knowledge management, self-service, automation, and service consistency • Identify recurring service patterns and operational risks and recommend mitigations • Work alongside the team in a non-supervisory lead role without direct reports

🎯 Requirements

• At least 4 years of professional IT service desk or end-user support experience • At least 1 year in a lead or senior capacity, formal or informal • Hands-on experience with ServiceNow or a comparable enterprise ITSM platform • Associate’s or bachelor’s degree in Information Technology, Information Systems, or a related field, or equivalent professional experience • Strong knowledge of service desk operations, incident and request handling, queue management, and SLA management • Experience with ticket management, reporting, and dashboards in ServiceNow • 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 • Ability to independently lead daily operations and influence outcomes without formal management authority • Strong customer service, de-escalation, communication, and documentation skills • ITIL 4 familiarity; ITIL Foundation certification preferred • Experience with Performance Analytics or platform-native reporting and dashboards preferred • Experience coordinating high-volume phone or chat environments and monitoring channel performance preferred • Experience with CSAT/XLA programs and survey follow-up preferred • Experience maintaining knowledge bases and improving shift-left and self-service adoption preferred • HDI Support Center Team Lead, HDI Desktop Support, CompTIA A+/Network+, or Microsoft fundamentals certifications preferred

🏖️ Benefits

• Inclusive workplace • Equal Opportunity/Affirmative Action employer