Lead Platform Administrator (ServiceNow)

Location: Remote - US

Salary: $90,000–$110,000 USD per year

Company

hirify.global provides vertical software and embedded payments technology that helps small and medium-sized businesses deliver seamless customer experiences.

What you will do

• Lead daily Tier 1/2 service desk operations, including queue coverage, prioritization, workload balancing, SLA performance, and issue resolution.
• Own ticket quality assurance, documentation standards, knowledge base expectations, trend identification, and peer feedback.
• Monitor ticket volume, aging, backlog, escalations, CSAT, and operational KPIs; deliver weekly performance and risk reports to IT leadership.
• Handle tickets during peak volume or complex cases and coordinate Tier 3 and cross-functional escalations through resolution.
• Optimize ServiceNow AI Agent, Virtual Agent, Now Assist, or equivalent capabilities while maintaining appropriate human escalation boundaries.
• Lead improvements across workflows, self-service, automation, knowledge management, service consistency, and operational risk mitigation.

Requirements

• At least 4 years of professional IT service desk or end-user support experience, including at least 1 year in a formal or informal lead or senior capacity.
• Hands-on experience with ServiceNow or a comparable enterprise 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.
• Strong knowledge of incident and request handling, queue management, SLA management, and service desk operations.
• Ability to lead daily operations, reinforce team standards, guide technical staff as a peer lead, and influence outcomes without formal management authority.
• Strong customer service, de-escalation, communication, and documentation skills, with composure under pressure.
• Ability to interpret service metrics, communicate performance and risks to leadership, and drive improvements through implementation.
• Solid Tier 1/2 technical foundation in Windows, Microsoft 365, endpoint support, Entra ID, and common enterprise applications.
• Familiarity with ServiceNow AI Agent Studio, Virtual Agent, Now Assist, or comparable AI-assisted service capabilities.

Nice to have

• ITIL 4 familiarity, particularly incident management, request fulfillment, and service desk operations; ITIL Foundation certification.
• Experience with ServiceNow Performance Analytics or platform-native reporting and dashboards.
• Experience coordinating high-volume phone or chat operations and monitoring channel performance.
• Experience with CSAT/XLA programs, survey follow-up, and measurable satisfaction improvements.
• Experience maintaining knowledge bases and improving shift-left and self-service adoption.
• HDI Support Center Team Lead, HDI Desktop Support, CompTIA A+/Network+, or Microsoft fundamentals certifications.

Culture & Benefits

• Full-time remote role limited to the US.
• Non-supervisory working-lead position with no direct reports; formal performance management and organizational accountability remain with the Senior Manager.
• Inclusive workplace valuing diversity of thought, experience, and background.
• Equal Opportunity/Affirmative Action employer.