ServiceNow Platform Support

3 days ago

Bengaluru, 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 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 ResponsibilitiesTeam Leadership & OperationsLead 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 ManagementAct 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 SupportOversee L1 support for custom ServiceNow applications and the Service Portal interface.Perform basic configuration tasks, user

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