Platform Operations Lead — ServiceNow & AI Agent

Fullsteam Personnel, LLC; Georgia; Hybrid; USD 90,000 - 110,000; Full time

Job summary

Fullsteam is seeking a Lead Platform Administrator to oversee Tier 1/2 service desk operations, focusing on ServiceNow, AI Agent capabilities, and QA processes. You will drive queue health, SLA adherence, and cross‑functional escalations while delivering weekly IT leadership reports.

Role requires a minimum of 4 years in IT service desk, hands‑on ServiceNow experience, ITIL familiarity, and strong written and verbal communication with stakeholders across teams.

Qualifications

• Minimum 4 years of professional IT service desk experience, including lead/senior capacity, formal or informal.
• Hands‑on experience with ServiceNow or a comparable ITSM platform, with the ability to quickly adopt ServiceNow.
• Associate’s or bachelor’s degree in Information Technology, Information Systems, or a related field, or equivalent professional experience.

Responsibilities

• Lead daily Tier 1/2 operations, queue health, shift coordination, prioritization, workload balancing, SLA performance.
• Own QA practices, ticket reviews, ServiceNow handling standards, documentation, knowledge base expectations, trend identification, feedback.
• Coordinate Tier 3 and cross‑functional escalations through resolution and communicate progress clearly.
• Monitor and report service performance; manage KPIs including CSAT, AI deflection, and first‑contact resolution.
• Optimize ServiceNow AI Agent and Virtual Agent capabilities; maintain boundaries between AI and human handling.

Skills

Incident management

Service desk operations

SLA management

ServiceNow

Ticket management

Documentation

Customer service

De-escalation

Cross-functional coordination

AI Agent

End‑user support

Windows

Microsoft 365

Entra ID

Knowledge base

Self-service

ITIL

HDI Certifications

Performance Analytics

Education

Associate or bachelor’s degree in IT

Tools

ServiceNow

Performance Analytics

Now Agent Studio

Job description

Fullsteam is seeking a Lead Platform Administrator to oversee Tier 1/2 service desk operations, focusing on ServiceNow, AI Agent capabilities, and QA processes. You will drive queue health, SLA adherence, and cross‑functional escalations while delivering weekly IT leadership reports.

Role requires a minimum of 4 years in IT service desk, hands‑on ServiceNow experience, ITIL familiarity, and strong written and verbal communication with stakeholders across teams.