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Abacus Group · 18 hours ago

Enterprise Service Desk Team Lead

Chicago, IL

Full-time

Onsite

Senior Level

5+ years exp

Abacus Group is seeking an Enterprise Service Desk Team Lead who will act as a technical escalation point for Tier 1 and 2 teams. The role involves mentoring team members, ensuring service performance against SLAs, and providing advanced troubleshooting support.

Information Technology & Services

H1B Sponsor Likely

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

Qualification

ServiceNow ITSMIncident managementIT InfrastructureMicrosoft Windows 10 & 11Microsoft 365 & IntuneActive DirectoryVirtualizationCustomer service skillsMultitaskTechnical certificationsITIL certificationCommunication skills

Required

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

5 years minimum experience in a relevant field

Preferred

Bachelor's degree preferred

Technical certifications and training a plus

ITIL certification or strong knowledge of working practices

Experience within a large service delivery organization a plus

Company

Abacus Group

Abacus Group is a global IT and cybersecurity managed service provider offering a one-stop shop for financial services firms to manage all of their IT and security needs.

Founded in 2008

New York, US

501-1000 employees

http://www.abacusgroupllc.com

H1B Sponsorship

Abacus Group has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (1)