Teams at Fullsteam

Leads complex SaaS implementations across print, mail, and sign industry products. Manages project scope, timelines, stakeholder communication, training, testing, documentation, and go-live activities. Serves as an escalation point and mentors implementation specialists while standardizing processes across business units. The role is remote with onsite customer travel of up to 40%.

Lead SaaS implementation projects for window covering clients, managing project plans, stakeholder communication, training, testing, configuration, go-live activities, documentation, scope, timelines, and risk escalation. Build customer relationships, guide setup using knowledge of products and workflows, coordinate deliverables, and recommend process improvements. The role requires travel to customer sites as needed.

Leads daily Tier 1/2 service desk operations, including queue health, SLA performance, ticket quality, escalations, CSAT follow-up, KPI reporting, and peer coaching. Optimizes ServiceNow AI Agent and Virtual Agent capabilities, improves knowledge management and self-service, handles complex tickets, and drives operational improvements. This is a non-supervisory lead role requiring strong ServiceNow, ITSM, customer support, reporting, and enterprise endpoint support skills.