Enterprise Service Desk Team Lead
Abacus Group LLC
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.
Skills
Qualifications
About Abacus Group LLC
abacusgroupllc.comAbacus 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.
Recent company news
PR NewswireAbacus Group Opens New Dubai Office to Drive Expansion Across the Middle East
Nov 20, 2025
Yahoo FinanceAbacus Group Appoints Chief People Officer and Chief of Staff to Lead Global People Strategy
Mar 3, 2025
PR Newswire UKAbacus Group Opens Abu Dhabi Office to Extend UAE Presence
Jan 14, 2026
The Wall Street JournalFFL Partners Invests in Financial-Services IT Outsourcing Company Abacus
Jun 29, 2022
PR NewswireAbacus Group Enhances its Managed IT and Cybersecurity Services for Evolving Needs of Financial Services
Apr 22, 2024
About Abacus Group LLC
Headquarters
San Francisco, CA
Company Size
201-500 employees
Founded
2018
Industry
Technology
Glassdoor Rating
4.2 / 5
Leadership Team
Sarah Johnson
Chief Executive Officer
Michael Chen
Chief Technology Officer
Emily Williams
VP of Engineering
David Rodriguez
VP of Product
Jessica Thompson
Chief Financial Officer
Andrew Park
VP of Sales
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View leadership team, funding history,
and employee contacts for Abacus Group LLC.
Salary
$120k – $158k
per year