ServiceNow Platform Support

4 weeks 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

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