ServiceNow Platform Support

4 days ago

Bengaluru, Karnataka, India ISG (Information Services Group) Full time

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

  • Principal Platform Architect

    2 days ago

    Bengaluru, Karnataka, India ServiceNow Full time

    Company Description It all started in sunny San Diego California in 2004 when a visionary engineer Fred Luddy saw the potential to transform how we work Fast forward to today ServiceNow stands as a global market leader bringing innovative AI-enhanced technology to over 8 100 customers including 85 of the Fortune 500 Our intelligent cloud-based...

  • Principal Platform Architect

    2 weeks ago

    Bengaluru, Karnataka, India ServiceNow Full time

    Company Description It all started in sunny San Diego California in 2004 when a visionary engineer Fred Luddy saw the potential to transform how we work Fast forward to today - ServiceNow stands as a global market leader bringing innovative AI-enhanced technology to over 8 100 customers including 85 of the Fortune 500 Our intelligent cloud-based...

  • Pipeline - Principal Platform Architect

    4 weeks ago

    Bengaluru, Karnataka, India Servicenow Full time

    Job Description- The Customer Outcomes Principal Platform Architect is a technical advisory role, responsible for helping our customers establish a technical foundation in the ServiceNow Platform and design solutions that improve outcomes- The Principal Platform Architect ensures customers use leading practices around instance strategy, technical governance,...

  • Principal Platform Architect()

    2 days ago

    Bengaluru, Karnataka, India ServiceNow Full time ₹ 15,00,000 - ₹ 20,00,000 per year

    Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based...

  • Pipeline - Principal Platform Architect

    4 weeks ago

    Bengaluru, Karnataka, India ServiceNow Full time

    Company Description It all started in sunny San Diego California in 2004 when a visionary engineer Fred Luddy saw the potential to transform how we work Fast forward to today - ServiceNow stands as a global market leader bringing innovative AI-enhanced technology to over 8 100 customers including 85 of the Fortune 500 Our intelligent cloud-based...

  • Senior Servicenow Developer

    4 weeks ago

    Bengaluru, Karnataka, India ServiceNow Full time

    Company Description It all started in sunny San Diego California in 2004 when a visionary engineer Fred Luddy saw the potential to transform how we work Fast forward to today - ServiceNow stands as a global market leader bringing innovative AI-enhanced technology to over 8 100 customers including 85 of the Fortune 500 Our intelligent cloud-based...

  • Expert ServiceNow Platform Support Professional

    19 hours ago

    Bengaluru, Karnataka, India beBeeSpecialist Full time ₹ 10,00,000 - ₹ 15,00,000

    ServiceNow Platform Specialist RoleThis is a unique opportunity to leverage your expertise in ServiceNow platform administration, IT service management principles, and general IT operations.The ideal candidate will have a solid understanding of the ServiceNow environment, including troubleshooting incidents, resolving service requests, and ensuring smooth...

  • High Salary ServiceNow Platform Support

    3 days ago

    Bengaluru, Karnataka, India ISG (Information Services Group) Full time

    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 supportAbout the RoleWe are looking for a proactive and service-oriented Helpdesk Team Lead to manage frontline support...

  • ServiceNow Platform Support Manager

    2 days ago

    Bengaluru, Karnataka, India beBeehelpdeskteamlead Full time ₹ 75,00,000 - ₹ 1,50,00,000

    Job DescriptionWe 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 strong emphasis on the Service Portal interface.This role is central to ensuring the timely resolution of incidents, effective queue management, and high customer...

  • Support Account Manager

    3 weeks ago

    Bengaluru, Karnataka, India ServiceNow Full time

    Company Description: It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500- . Our intelligent cloud-based...