{"id":3427422,"url":"https://alion.io/job/full-steam-lead-platform-administrator-2","title":"Lead Platform Administrator","company":{"id":2283433,"name":"Full Steam","domain":"fullsteam.com","url":"https://alion.io/company/fullsteam-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"DevOps","role_family":"DevOps","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":90000,"max":110000,"currency":"USD","period":"year","gross":null,"usd_annual":110000},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false},{"name":"Incident Management","optional":true},{"name":"ITIL","optional":true},{"name":"ITSM","optional":true},{"name":"Shift-Left Security","optional":true}],"status":"live","first_seen_at":"2026-10-28T23:01:13Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-31T14:56:51Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"It's fun to work in a company where people truly BELIEVE in what they're doing!\nFullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.\nThe Lead Platform Administrator provides day-to-day operational leadership for Fullsteam’s Tier 1/2 support functions, covering incidents, problems, service requests, and inquiries managed in ServiceNow. Reporting to the Senior Manager of Enterprise Service Delivery, this working lead independently executes the established service delivery operating model, maintains team standards, and drives service quality and performance. Responsibilities include queue health, quality assurance, cross-functional escalations, CSAT follow-up, and weekly reporting to IT leadership.\nThe role leads Tier 1/2 operational improvements and partners with the Senior Manager on broader initiatives involving KPIs, operational risk, call center performance, and the end-user support experience. It also owns the day-to-day performance and optimization of ServiceNow AI Agent and Virtual Agent capabilities and handles tickets alongside the team as needed.\nThis is a non-supervisory role with no direct reports. The Lead provides day-to-day direction, peer coaching, and process-focused QA feedback without formal people-management authority. Formal performance management, attendance, conduct, service strategy, operating model design, and organizational accountability remain with the Senior Manager.\nPrimary Responsibilities\nTeam Coordination & Quality\nLead daily execution of the Tier 1/2 operating model, including queue coverage, shift coordination, prioritization, workload balancing, SLA performance, and operational issue resolution.\nOwn QA practices, including ticket reviews, ServiceNow handling standards, documentation, knowledge base expectations, trend identification, and constructive feedback.\nProvide peer leadership on processes, complex issues, and knowledge sharing; escalate personnel and performance concerns to the Senior Manager.\nService Desk Operations\nOwn daily Tier 1/2 queue health, monitoring ticket volume, aging, backlog, and SLA risk across incidents, problems, service requests, and inquiries.\nHandle tickets alongside the team during peak volume, coverage gaps, or complex issues while modeling quality and customer service standards.\nCoordinate Tier 3 and cross-functional escalations through resolution, maintaining accountability for progress, communication, and follow-through.\nMetrics, KPIs & Reporting\nMonitor and report service performance; recommend improvements to KPIs covering ticket volume, first-contact resolution, SLA attainment, aging and backlog, reopen rate, CSAT, AI deflection, escalation accuracy, and average handle time.\nDeliver weekly IT leadership reports highlighting performance, trends, risks, notable escalations, and improvement actions.\nAI-Assisted Service Delivery\nOptimize ServiceNow AI Agent and Virtual Agent capabilities for approved, high-volume, low-complexity Tier 1 requests.\nMaintain appropriate boundaries between AI-handled and human-handled work, adjust automation based on risk, and ensure escalation handoffs preserve ticket context.\nImprove Now Assist or equivalent case summarization and suggested-resolution capabilities using QA findings, resolved-ticket patterns, and knowledge base improvements.\nEscalations, CSAT & Stakeholder Management\nManage escalated incidents and requests through resolution, including triage, stakeholder communication, and cross-functional coordination.\nOwn CSAT follow-up by investigating dissatisfied responses, identifying root causes, coordinating corrective actions, and monitoring results.\nContinuous Improvement & Risk\nLead Tier 1/2 improvements across workflows, documentation, knowledge management, self-service, automation, and service consistency; partner with the Senior Manager on broader cross-functional initiatives.\nIdentify recurring service patterns and operational risks, including coverage or skill gaps, tooling limitations, and call center performance issues; recommend mitigations and support approved changes through implementation.\nSkills & Competencies\nStrong knowledge of service desk operations, including incident and request handling, queue management, and SLA management.\nHands-on ServiceNow experience with ticket management, reporting, and dashboards.\nAbility to independently lead daily operations, reinforce team standards, guide technical staff as a peer lead, and influence outcomes without formal management authority.\nStrong customer service, de-escalation, communication, and documentation skills; composed under pressure.\nAbility to interpret service metrics, communicate performance and risks to leadership, and drive improvements through implementation.\nSolid Tier 1/2 technical foundation in Windows, Microsoft 365, endpoint support, Entra ID, and common enterprise applications.\nFamiliarity with ServiceNow AI Agent Studio, Virtual Agent, Now Assist, or comparable AI-assisted service capabilities, including evaluating appropriate automation opportunities.\nPreferred Skills & Experience\nITIL: Familiarity with ITIL 4 practices, particularly incident management, request fulfillment, and service desk operations; ITIL Foundation certification preferred.\nServiceNow Reporting: Experience with Performance Analytics or platform-native reporting and dashboards.\nCall Center Operations: Experience coordinating work in high-volume phone or chat environments and monitoring channel performance.\nCSAT Management: Experience with CSAT/XLA programs, survey follow-up, and measurable satisfaction improvements.\nKnowledge Management: Experience maintaining knowledge bases and improving shift-left and self-service adoption.\nCertifications: HDI Support Center Team Lead, HDI Desktop Support, CompTIA A+/Network+, or Microsoft fundamentals certifications.\nMinimum Qualifications\nAt least 4 years of professional IT service desk or end-user support experience, including at least 1 year in a lead or senior capacity, formal or informal.\nHands-on experience with ServiceNow or a comparable enterprise ITSM platform, with the ability to quickly adopt ServiceNow.\nAssociate’s or bachelor’s degree in Information Technology, Information Systems, or a related field, or equivalent professional experience.\nSalary Range: $90,000 - $110,000 USD\nFullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/AffirmativeAction employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.","description_format":"text","description_chars":7420,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-10-28T23:01:13Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":27,"reasons":["conf:4","velocity","win:early"],"computed_at":"2026-10-31T05:58:55Z"},"pay":{"stated_usd_annual":110000,"is_top_pay":false},"html_url":"https://alion.io/job/full-steam-lead-platform-administrator-2","json_url":"https://alion.io/job/full-steam-lead-platform-administrator-2.json","meta":{"generated_at":"2026-10-31T15:26:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24115,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2283433},"rest":"https://alion.io/mcp/rest/get_company?id=2283433"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffull-steam-lead-platform-administrator-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffull-steam-lead-platform-administrator-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffull-steam-lead-platform-administrator-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/full-steam-lead-platform-administrator-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffull-steam-lead-platform-administrator-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3427422}},{"tool":"search_jobs","arguments":{"company":"fullsteam.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3427422},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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