Enterprise Service Desk Team Lead

Abacus Group LLC(1 month ago)

HybridFull TimeManager$120,120 - $157,336 (estimated)IT Service Desk

About this role

The Enterprise Service Desk Team Lead serves as the technical escalation point for Tier 1 and 2 teams, ensuring timely resolution of client requests and incidents and adherence to SLA commitments. The role provides advanced troubleshooting, mentors analysts, and collaborates with Tier 3 and SME teams to maintain service delivery quality. The lead also supports onboarding, QA reviews, and develops familiarity with client contracts to meet service obligations.

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Required Skills

ServiceNow
Incident Management
Request Management
Problem Management
Change Management
Major Incidents
IT Infrastructure
Desktop Support
Networking
Windows

+16 more

Qualifications

Bachelor's Degree
ITIL Certification
Technical Certifications
5 Years Experience

About Abacus Group LLC

abacusgroupllc.com

Abacus Group is a managed IT and cybersecurity firm that specializes in serving financial services organizations, supporting 700+ firms globally. It provides end-to-end managed IT and security services — including proactive monitoring, incident response, cloud and infrastructure management — tailored to the compliance and risk needs of financial institutions. Abacus markets itself as a trusted, industry-focused partner that helps clients prevent, detect, and recover from cyber threats while maintaining regulatory requirements. The company recently merged with Medicus IT to broaden its capabilities and scale.