L1 Helpdesk Team Lead – ServiceNow Platform Support

2 weeks ago

Bengaluru, Karnataka, India beBeePlatform Full time ₹ 18,00,000 - ₹ 25,00,000

Job Title: L1 Helpdesk Team Lead – ServiceNow Platform Support (Custom Applications)

  • Role Overview:

We are seeking 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.

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.

  • 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.

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.

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.

  • 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).

    Required Skills & Experience:
    • Strong experience in ServiceNow platform support, particularly with custom applications and Service Portal.

    Familiarity with 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.

    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.

    Benefits:

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    Others:

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