---
title: "Team Lead, Enterprise Service Desk"
company: "Abacus"
company_url: "https://www.remjobs.works/companies/abacus"
url: "https://www.remjobs.works/job/abacus-team-lead-enterprise-service-desk-4bee052e-7eab-4096-9d23-44a91a3d7992"
apply_url: "https://abacustechnology.com/about/careers/current-vacancies/?gh_jid=7848804003"
workplace: onsite
location: "Newark, New Jersey, United States"
employment_type: unspecified
seniority: lead
role: other
region: united-states
date_posted: 2026-08-10T19:47:19.000Z
first_seen_by_remjobs: 2026-09-04T18:44:05.473Z
---

# Team Lead, Enterprise Service Desk

**Abacus** · Newark, New Jersey, United States

Apply: https://abacustechnology.com/about/careers/current-vacancies/?gh_jid=7848804003

## About Abacus

Abacus is the only real-time expense management solution to reimburse your team, reconcile corporate cards, and automate your expense policy. By eliminating the month-end expense report, Abacus turns submitting and approving expenses into a delightful, collaborative experience. With our mobile app, you'll quickly submit and approve expenses on the go and reimbursements now happen within days. Abacus syncs with your accounting software and auto-matches transactions for hassle-free bookkeeping.

Come work with us!  We're hiring: abacus.com/about#hiring

## About the role

### 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 ConnectWise 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

- Able to work EST hours

Salary: 80k-85k

---

Source: Abacus's own career page, read by RemJobs. Canonical HTML version: https://www.remjobs.works/job/abacus-team-lead-enterprise-service-desk-4bee052e-7eab-4096-9d23-44a91a3d7992