Enterprise Service Desk Team Lead
Company:Abacus Group LLC
Location:US
Languages:English
Seniority level:Lead, 5 years minimum
Experience:5 years minimum
Skills:
LeadershipCommunication SkillsProblem SolvingCustomer serviceMentoringTeam managementChange ManagementNetworkingTroubleshooting
Requirements:
Experience with ServiceNow ITSM platform Incident, request, problem, change and major incident management experience Strong IT Infrastructure, Desktop, and Networking experience 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) Strong oral and written communication skills Excellent customer service and service management skills Ability to articulate technical solutions into layman terms Ability to work under pressure, prioritize and multitask 5 years minimum experience in a relevant field ITIL certification or strong knowledge of working practices
Responsibilities:
Monitor and enforce SLAs and KPIs Provide training, coaching, and assistance to Service Desk Analysts Identify team strengths and weaknesses Assist management in QA Review processes Provide procedural and technical escalation support Review and approve technical escalations to Tier 3 Action tickets by performing end-user PC and systems troubleshooting Develop familiarity with client contracts Assist in new hire on-boarding process
