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 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.

include queue health, quality assurance, cross-functional escalations, CSAT follow-up, and weekly reporting to IT leadership.

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-d