{"id":129379,"url":"https://alion.io/job/abacus-technology-team-lead-enterprise-service-desk","title":"Team Lead, Enterprise Service Desk","company":{"id":456034,"name":"Abacus Technology","domain":"abacustechnology.com","url":"https://alion.io/company/abacus-technology","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":96,"open_postings":7,"ghost_share":0,"stale_share":0.143,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-09-25T05:45:01Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Newark, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":70000,"max_usd":162000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":28},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Hyper-V","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Proxmox VE","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-08-10T19:47:19Z","employer_posted_date":"2026-08-10","last_verified_at":"2026-09-26T01:32:38Z","board_verified":true,"closed_at":null,"days_open":46,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":46},"description":"Job Summary\nThe 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.\nResponsibilities:\nContinuously monitor and enforce SLAs and KPIs throughout the day against live tickets to ensure service performance and responsiveness.\nProvide training, coaching, and real-time assistance to all Service Desk Analysts.\nIdentify strengths and weakness among the team and communicate with the Service Desk Manager when appropriate and/or during review cycles.\nAssist management in QA Review processes to improve ticket quality and escalation\nProvide both procedural and technical escalation support and guidance to all Service Desk Analysts while ensuring the highest levels of customer support are met.\nReview and approve technical escalations to Tier 3 and other SME teams to ensure ticket hygiene and relevant information is present.\nAction tickets by performing end-user PC and systems troubleshooting and responding to phone, email, and web requests as needed.\nDevelop familiarity with client contracts to understand service levels and obligations.\nAssist in new hire on-boarding process.\nSkills:\nExperience with ConnectWise ITSM platform\nIncident, request, problem, change and major incident management experience\nStrong IT Infrastructure, Desktop, and Networking experience, including but not limited to:Microsoft Windows 10 & 11\nMicrosoft Server 2016-2025\nMicrosoft 365 & Intune\nEntra ID/Active Directory\nCitrix Xenapp\nVirtualization, e.g. VMware, Hyper V, Proxmox\nCisco Meraki\nEmail Security, e.g. Proofpoint, Mimecast\n\nskills (oral and written), with ability to converse both laterally and vertically.\nExcellent customer service and service management skills.\nHigh energy, friendly with the ability to articulate technical solutions into layman terms\nAble to work under pressure, prioritize and multitask.\nQualifications:\nBachelor's degree preferred.\nTechnical certifications and training a plus.\nITIL certification or strong knowledge of working practices.\n5 years minimum experience in a relevant field.\nExperience within a large service delivery organization a plus\nAble to work EST hours\nSalary: 80k-85k","description_format":"text","description_chars":2620,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed Security","Managed IT Services (MSP)"],"lifecycle":[{"event":"open","at":"2026-08-10T19:47:19Z"}],"liveness":{"score":51,"band":"ok","label":"Likely open","p_open":1,"p_active":0.676,"p_room":0.75,"age_days":45,"expected_fill_days":49,"reasons":["conf:1","velocity","win:late"],"computed_at":"2026-09-25T05:45:01Z"},"pay":null,"html_url":"https://alion.io/job/abacus-technology-team-lead-enterprise-service-desk","json_url":"https://alion.io/job/abacus-technology-team-lead-enterprise-service-desk.json","meta":{"generated_at":"2026-09-26T02:53:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3035,"day_limit":5000,"remaining_today":1965,"minute_limit":60,"resets_at":"2026-09-27T00:00:00Z"}}}