Lead Platform Administrator - IT Service Delivery & AI Support

Fullsteam; United States; Remote; USD 90,000 - 110,000; Full time

Job summary

Fullsteam is seeking a Lead Platform Administrator to direct day-to-day Tier 1/2 service desk operations and ensure high-quality support through ServiceNow and AI-assisted tools. The role reports to the Senior Manager of Enterprise Service Delivery and emphasizes QA, KPIs, and cross-functional collaboration.

You will independently drive queue health, coach peers, manage escalations, and balance automation with human follow-up to protect ticket context and CSAT.

Qualifications

• At least 4 years of professional IT service desk or end-user support experience, with lead capacity.
• Hands-on experience with ServiceNow, reporting, and dashboards.
• Ability to lead daily operations and guide peers without formal management authority.
• Strong customer service, de-escalation, communication and documentation skills.
• Familiarity with ITIL practices and cross-functional incident management.

Responsibilities

• Lead Tier 1/2 operations, including queue coverage, SLA performance, and issue resolution.
• Own QA practices, ticket reviews, knowledge base standards, and peer coaching.
• Coordinate escalations to Tier 3 and cross-functional teams through resolution.
• Monitor KPIs and deliver weekly IT leadership performance reports.
• Optimize AI-assisted service delivery and maintain human- AI handoff boundaries.

Skills

ITIL familiarity

ServiceNow experience

Lead/mentorship

Customer service

Performance analytics

Education

Associate’s or bachelor’s degree in Information Technology or related field

Tools

ServiceNow

Windows

Microsoft 365

Entra ID

Job description

Fullsteam is seeking a Lead Platform Administrator to direct day-to-day Tier 1/2 service desk operations and ensure high-quality support through ServiceNow and AI-assisted tools. The role reports to the Senior Manager of Enterprise Service Delivery and emphasizes QA, KPIs, and cross-functional collaboration.

You will independently drive queue health, coach peers, manage escalations, and balance automation with human follow-up to protect ticket context and CSAT.