Custom Applications Support Lead

19 hours ago

Bengaluru, Karnataka, India beBeeServiceNow Full time ₹ 20,00,000 - ₹ 25,00,000
Job Description

This role is a key position in our organization, responsible for leading the frontline support operations for custom-built applications on the ServiceNow platform. The ideal candidate will have expertise in managing teams, overseeing ticket triage and escalation, and collaborating with cross-functional teams to ensure platform stability and continuous service improvement.

The selected individual will be responsible for leading a team of L1 support analysts, ensuring timely and high-quality resolution of incidents and service requests. They will oversee the onboarding of new team members, train them on ServiceNow tools, support processes, and customer service standards.

Key Responsibilities:

  • Lead and manage the L1 Helpdesk team to ensure timely and high-quality resolution of incidents and service requests.
  • Oversee the onboarding of new team members and ensure 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 to ensure 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.
  • 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.

Requirements:

  • 6–8 years overall experience, with 3+ years in a leadership or supervisory role in IT support.
  • 2–4 years of experience in ServiceNow platform support.

About This Opportunity

We are seeking a proactive and service-oriented individual to lead our L1 Helpdesk team. The successful candidate will have excellent leadership and communication skills, and will be able to motivate their team to deliver exceptional results.

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