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 support
About the Role
We 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.
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 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.
- 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.
- Ensure adherence to ITIL best practices for Incident Management, Service Request Fulfilment, and Knowledge Management.
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.
- Participate in testing and validation of new ServiceNow features, upgrades, and patches.
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.
- Maintain and improve support documentation, SOPs, and knowledge base articles.
- Conduct regular quality audits of tickets and support interactions to ensure consistency and service excellence.
- 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).
- Represent the support team in operational meetings and contribute to service improvement initiatives.
Essential Skills & Experience
- Strong experience in ServiceNow platform support, particularly with custom applications and Service Portal.
- Proficiency in JavaScript, client/server-side scripting, and ServiceNow components such as Business Rules, Script Includes, UI Policies, and Data Policies.
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Hands-on experience with REST/SOAP API integrations, UI Pages, UI Macros, HTML, CSS, and AngularJS.
Familiarity with Now Experience UI Builder, Integration Hub, and Mobile Agent capabilities. - 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.
Preferred Attributes
- Degree in Computer Science, Engineering, or a related field.
- ITIL Foundation certification or equivalent.
- Experience working in Agile or DevOps environments.
- Experience with reporting and dashboard creation in ServiceNow.
- Strong analytical mindset with the ability to make data-driven decisions.
- Exposure to ServiceNow’s AI and automation features (e.g., Virtual Agent, Predictive Intelligence).
- A natural coach and mentor with a passion for developing talent and fostering team growth.