Lead Platform Administrator

The Lead Platform Administrator provides day-to-day operational leadership for Fullsteam’s Tier 1/2 support functions, managing incidents, problems, service requests, and inquiries in ServiceNow. This role independently executes the service delivery operating model, maintains team standards, and drives service quality and performance while optimizing ServiceNow AI Agent capabilities. The position involves leading operational improvements, handling escalations, and reporting to IT leadership without direct supervisory authority.