Enterprise Service Desk Team Lead

Abacus Group LLC(1 month ago)

HybridFull TimeManager$120,427 - $157,818 (estimated)IT Service Delivery

About this role

The Enterprise Service Desk Team Lead serves as the technical escalation point for Tier 1 and Tier 2 support, ensuring service delivery meets contractual SLAs and operational KPIs. The role focuses on mentoring and coaching analysts, collaborating with Tier 3 and SME teams, and driving timely resolution of client requests and incidents. It also supports quality assurance, onboarding, and continuous improvement of service processes.

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Required Skills

ServiceNow
Incident Management
Problem Management
Change Management
Major Incident
IT Infrastructure
Desktop Support
Networking
Windows
Microsoft Server

+16 more

Qualifications

Bachelor's Degree
ITIL Certification
Technical Certifications

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.