Enterprise Service Desk Team Lead jobs in United States
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Abacus Technology Corporation ยท 3 weeks ago

Enterprise Service Desk Team Lead

positionUnited States
timeFull-time
remoteRemote
senioritySenior Level
date5+ years exp

Abacus Group LLC is seeking an Enterprise Service Desk Team Lead responsible for acting as a technical escalation point for Tier 1 & 2 teams. The role involves monitoring SLAs, providing training and support to Service Desk Analysts, and ensuring effective resolution of client requests and incidents.

Information TechnologySoftwareTelecommunications
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H1B Sponsor Likelynote

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 Server 2016-2025Microsoft 365 & IntuneActive DirectoryVirtualizationEmail SecurityTechnical certificationsITIL certificationCustomer service skillsMultitaskCommunication 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 Technology Corporation

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Abacus Technology Corporation delivers leading edge, high quality assistance in response to complex technology challenges.
dateFounded in 1983
location
Chevy Chase, Maryland, USA
people-size501-1000 employees
web-link
http://www.abacustech.com

H1B Sponsorship

Abacus Technology Corporation 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
2025 (3)
2023 (2)
2022 (2)
2021 (4)
2020 (4)

Funding

Current Stage
Late Stage

Leadership Team

W
William Magro
Senior Vice President
linkedin
A
Alice Solomon
Vice President
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Company data provided by crunchbase