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.