ServiceNow Platform Support (Custom Applications) Team Lead

2 Months ago • 6-8 Years

Job Summary

Job Description

We are seeking a proactive and service-oriented Helpdesk Team Lead to manage frontline support operations for custom-built applications on the ServiceNow platform, with a focus on the Service Portal interface. This role is crucial for ensuring timely incident resolution, effective queue management, and high customer satisfaction within an ITIL-aligned framework. The team lead will manage L1 support analysts, oversee ticket triage and escalation, and collaborate with cross-functional teams to maintain platform stability and drive continuous service improvement. This is a leadership opportunity to shape the user support experience in a dynamic environment.

Must have:

Lead L1 Helpdesk team for ServiceNow custom applications.
Oversee ticket triage, prioritization, and escalation.
Ensure adherence to SLAs and ITIL best practices.
Act as first escalation point for L1 issues.
Support custom ServiceNow applications and Service Portal.
Perform basic ServiceNow configuration and user administration.
Collaborate with L2/L3 teams for escalations.
Track and report on KPIs like FCR, MTTR, CSAT.
Maintain and improve support documentation.
Lead response to major incidents.
Strong experience in ServiceNow platform support.
Proficiency in JavaScript and ServiceNow scripting.
Hands-on experience with REST/SOAP API integrations.
Familiarity with Now Experience UI Builder.
Strong understanding of ITIL practices.
Excellent troubleshooting and communication skills.
Demonstrated ability to lead under pressure.

Good to have:

Degree in Computer Science or related field.
ITIL Foundation certification.
Experience in Agile or DevOps environments.
Experience with ServiceNow reporting and dashboards.
Strong analytical mindset.
Exposure to ServiceNow AI/automation features.
Coaching and mentoring skills.

11 skills required

11 skills required for this role

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cross-functional

communication

problem-solving

talent-acquisition

data-structures

agile-development

html

user-experience-ux

mean

javascript

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Job Details

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 2–4 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 ServiceNow’s 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.