Abacus Group LLC

Support and lead Tier 1 & 2 service desk operations, including troubleshooting, escalation management, and team coaching. | Experience in technical support, troubleshooting, and escalation management; familiarity with Windows, Linux, VMware, SAN/NAS, and customer service; leadership or team lead experience preferred. | Job Summary The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation supporting Tier 1 & 2 teams, actively working tickets, and ensuring requests and incidents are progressing efficiently in line with SLA commitments throughout the Service Delivery model. When acting as a technical escalation the Team Lead should provide advanced trouble shooting and mentoring to other members of the Enterprise Service Desk team whilst also collaborating with Tier 3 and other SME teams, driving timely resolution of client requests and incidents. Responsibilities: • Continuously monitor and enforce SLAs and KPIs throughout the day against live tickets to ensure service performance and responsiveness. • Provide training, coaching, and real-time assistance to all Service Desk Analysts. • Identify strengths and weakness among the team and communicate with the Service Desk Manager when appropriate and/or during review cycles. • Assist management in QA Review processes to improve ticket quality and escalation • Provide both procedural and technical escalation support and guidance to all Service Desk Analysts while ensuring the highest levels of customer support are met. • Review and approve technical escalations to Tier 3 and other SME teams to ensure ticket hygiene and relevant information is present. • Action tickets by performing end-user PC and systems troubleshooting and responding to phone, email, and web requests as needed. • Develop familiarity with client contracts to understand service levels and obligations. • Assist in new hire on-boarding process. Skills: • Experience with ServiceNow ITSM platform • Incident, request, problem, change and major incident management experience • Strong IT Infrastructure, Desktop, and Networking experience, including but not limited to: • Microsoft Windows 10 & 11 • Microsoft Server 2016-2025 • Microsoft 365 & Intune • Entra ID/Active Directory • Citrix Xenapp • Virtualization, e.g. VMware, Hyper V, Proxmox • Cisco Meraki • Email Security, e.g. Proofpoint, Mimecast • Skills (oral and written), with ability to converse both laterally and vertically. • Excellent customer service and service management skills. • High energy, friendly with the ability to articulate technical solutions into layman terms • Able to work under pressure, prioritize and multitask. Qualifications: • Bachelor's degree preferred. • Technical certifications and training a plus. • ITIL certification or strong knowledge of working practices. • 5 years minimum experience in a relevant field. • Experience within a large service delivery organization a plus