ServiceNow Application Support Specialist

1 week ago

Bengaluru, Karnataka, India beBeeHelpdesk Full time ₹ 6,00,000 - ₹ 8,00,000

Job Title: Helpdesk Team Lead – ServiceNow Platform Support

About the Role:

We are looking for a proactive and service-oriented Helpdesk Team Lead to manage frontline support operations for custom-built applications on the ServiceNow platform.

This role is central to ensuring the timely resolution of incidents, effective queue management, and high customer satisfaction within an ITIL-aligned framework.

Key Responsibilities:

  • 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.
  • 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.

ServiceNow Platform Support:

  • Oversee L1 support for custom ServiceNow applications and the Service Portal interface.

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