ABACUS
Technology
TeamLead,EnterpriseServiceDesk
“Team Lead, Enterprise Service Desk at ABACUS. Skills: Service Desk, Technical escalation, SLA management. Act as technical escalation. Support Tier 1 & 2 teams”
What You'll Achieve.
Ensure service performance; Ensure responsiveness
Industry & Context.
Troubleshooting
What They're Looking For.
Must Have
5 years minimum experience
Nice to Have
Bachelor's degree preferred, Technical certifications a plus, Experience within large service delivery organization a plus
What You'll Do.
Act as technical escalation
Support Tier 1 & 2 teams
Ensure requests and incidents progress efficiently
Provide advanced troubleshooting
Collaborate with Tier 3 teams
Drive timely resolution
Monitor and enforce SLAs
Monitor and enforce KPIs
Provide real-time assistance
Identify team strengths
Identify team weaknesses
Communicate with Service Desk Manager
Assist management in QA Review
Improve ticket quality
Improve ticket escalation
Provide procedural escalation support
Provide technical escalation support
Ensure highest customer support levels
Review technical escalations
Approve technical escalations
Ensure ticket hygiene
Ensure relevant information present
Perform end-user PC troubleshooting
Perform systems troubleshooting
Respond to phone requests
Respond to email requests
Respond to web requests
Develop familiarity with client contracts
Understand service levels
Understand service obligations
Assist in new hire onboarding
How You'll Work.
Team & Collaboration
Collaborating with Tier 3; Collaborating with SME teams
Communication Scope
Oral skills; Written skills; Articulate technical solutions
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