Lead Platform Administrator

It's fun to work in a company where people truly BELIEVE in what they're doing! Fullsteam 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.

The 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 Service Now. 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.

The 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 Service Now AI Agent and Virtual Agent capabilities and handles tickets alongside the team as needed. This 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.

• Lead daily execution of the Tier 1/2 operating model, including queue coverage, shift coordination, prioritization, workload balancing, SLA performance, and operational issue resolution.
• Own QA practices, including ticket reviews, Service Now handling standards, documentation, knowledge base expectations, trend identification, and constructive feedback.
• Provide peer leadership on processes, complex issues, and knowledge sharing; elevate personnel and performance concerns to the Senior Manager.

• Own daily Tier 1/2 queue health, monitoring ticket volume, aging, backlog, and SLA risk across incidents, problems, service requests, and inquiries.
• Handle tickets alongside the team during peak volume, coverage gaps, or complex issues while modeling quality and customer service standards.
• Coordinate Tier 3 and cross‑functional escalations through resolution, maintaining accountability for progress, communication, and follow‑through.

• Monitor 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.
• Deliver weekly IT leadership reports highlighting performance, trends, risks, notable escalations, and improvement actions.

• Optimize Service Now AI Agent and Virtual Agent capabilities for approved, high‑volume, low‑complexity Tier 1 requests.
• Maintain appropriate boundaries between AI‑handled and human‑handled work, adjust automation based on risk, and ensure escalation handoffs preserve ticket context.
• Improve Now Assist or equivalent case summarization and…