Manager, Enterprise Service Desk (Tier 1) at Abacus Group LLC

<h4><span style="font-family: helvetica, arial, sans-serif;"><strong>Job Summary</strong></span></h4> <p><span style="font-family: helvetica, arial, sans-serif;">The <strong>Manager, Enterprise Service Desk (ESD) </strong>is a tactical leadership role responsible for the daily execution, management, and enablement of the Tier 1 Enterprise Service Desk staff.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">Reporting directly to the Sr. Manager, Enterprise Service Desk, this position focuses on driving the day-to-day operations of the help desk, maintaining high team performance, and directly supporting the front-line technical team. The ideal candidate will bridge technical execution with operational goals, ensuring service delivery remains highly efficient, client-centric, and aligned with organizational standards.</span></p> <p>&nbsp;</p> <h4><span style="font-family: helvetica, arial, sans-serif;"><strong>Role Focus</strong></span></h4> <p><span style="font-family: helvetica, arial, sans-serif;">The primary focus of this role is to champion continuous improvement and alignment with the company’s strategic vision, cultivating an empowered team culture through highly skilled coaching and structured mentorship, while driving execution around rigorous KPI standards, systemic efficiency, white glove customer service, and top-tier client escalation resolution.</span></p> <h4><span style="font-family: helvetica, arial, sans-serif;"><strong>Responsibilities</strong></span></h4> <p>&nbsp;</p> <h4><span style="font-family: helvetica, arial, sans-serif;">Team Leadership and Management</span></h4> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Staff Oversight:</strong> Manage, coach, and support the Tier 1 service desk staff to maximize operational readiness and career pathing</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Talent Development:</strong> Oversee the onboarding process for new hires and coordinate continuous technical and customer-service training to ensure up-to-date skillset alignment.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Performance Accountability:</strong> Conduct structured performance reviews, lead daily operational huddles to check on backlog progress, and proactively resolve internal roadblocks.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Workforce Management:</strong> Design, implement, and maintain complex multi-shift team schedules to ensure stable, cost-effective coverage across all active client service windows.</span></li> </ul> <h2>&nbsp;</h2> <h2><span style="font-family: helvetica, arial, sans-serif;">Performance and Quality Assurance</span></h2> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Target Enforcement:</strong> Monitor key performance indicators (KPIs) and service level agreements (SLAs) constantly to ensure team performance targets are met quickly and effectively.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Quality Assurance Auditing:</strong> Conduct regular ticket, phone call, and live chat evaluations to maintain exceptional quality standards, professional etiquette, and precise technical documentation.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Metric Reporting:</strong> Synthesize raw ticketing data into meaningful daily and weekly operational performance reports to present to clients and senior leadership.</span></li> </ul> <p>&nbsp;</p> <p><span style="font-family: helvetica, arial, sans-serif;">Client Relationship and Escalation Management</span></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Incident Management:</strong> Act as the main tactical point of contact for handling complex technical issues and client-facing escalations.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Relationship Management:</strong> Build and maintain active, positive relationships with critical client contacts, leveraging post-incident surveys and verbal feedback to address underlying concerns.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Communication Bridge:</strong> Serve as a seamless, high-clarity communication link between technical support personnel and client business stakeholders, driving problems to full resolution.</span></li> </ul> <h2>&nbsp;</h2> <h2><span style="font-family: helvetica, arial, sans-serif;">Strategic &amp; Operational Oversight</span></h2> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Process Improvement:</strong> Identify workflow inefficiencies and knowledge base gaps, continuously updating internal standard operating procedures (SOPs) to optimize the overall support process.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Client Onboarding:</strong> Assist with the practical technical and operational onboarding of new customer accounts into the Tier 1 Service Desk ecosystem.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Incident Preparedness:</strong> Participate actively in a regular management on-call rotation for high-severity major incidents and attend leadership strategy meetings to align on departmental goals.</span></li> </ul> <p>&nbsp;</p> <h4><strong><span style="font-family: helvetica, arial, sans-serif;">Key Performance Indicators (KPIs)</span></strong></h4> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>SLA Adherence:</strong> Maintain &gt;95% (or corporate target) compliance on initial response and overall resolution times across all active tiers.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>First Contact / First Touch Resolution (FCR / FTR):</strong> Optimize front-line handling mechanics to consistently maximize first contact / touch resolutions and lower overall escalation ratios.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Quality Assurance (QA) Score:</strong> Ensure team call, chat, and documentation audit scores average at or above targeted departmental baselines.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Team Utilization:</strong> Track active agent productivity (time spent resolving tickets, on calls, or in chat channels) against scheduled availability to maintain cost-efficiency.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Customer Satisfaction (CSAT):</strong> Maintain high transactional customer satisfaction scores across all closed team incidents.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Throughput &amp; Team Velocity:</strong> Track and drive individual and team metrics for tickets handled and closed per hour to maintain high-efficiency output and prevent backlog stagnation</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Call Handle Ratios &amp; Abandonment Rates:</strong> Manage real-time queue performance to ensure the ratio of incoming interactions to successfully completed calls meets established corporate thresholds.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Knowledge Base (KCS) Contribution:</strong> Measure the team's active creation, updates, and utilization of internal troubleshooting documentation to foster a culture of continuous learning and support self-service enablement.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">KPIs metrics to be developed, tracked, and reviewed as part of continuous improvement</span></p> <p>&nbsp;</p> <p><span style="font-family: helvetica, arial, sans-serif;"><strong>Skills</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>ITSM &amp; Tools Proficiency:</strong> Comprehensive hands-on experience with enterprise management tools including Connectwise, ServiceNow, and Contact Center Platforms (RingCentral).</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Operational Metrics Design:</strong> Advanced capability to analyze ticket analytics, track business hour conversions, and construct data-driven reporting metrics.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Process Engineering:</strong> Strong foundational expertise in ITIL framework, SLA architecture, and incident management workflows.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Strategic Team Building</strong><strong>:</strong> Proven track record of managing scaling operations and executing performance optimization initiatives.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Workforce Management (WFM):</strong> Proficiency in utilizing forecasting tools and data to design optimized shift schedules, managing queue coverage across multiple time zones, and ensuring sufficient resource allocation.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Knowledge Management Governance:</strong> Expertise in designing and maintaining a Knowledge Centered Service (KCS) architecture to empower agent learning, document technical solutions, and support self-service enablement.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Performance Coaching &amp; Mentorship:</strong> Demonstrated mastery of structured coaching frameworks to identify performance gaps, deliver actionable real-time feedback, and foster the career development of front-line technicians.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif;"><strong>&nbsp;</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif;"><strong>Qualifications</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Bachelor's degree preferred, or equivalent combination of education and hands-on professional IT management experience.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">ITIL certification or equivalent service management qualification required.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">5+ years of experience in IT service delivery or technical customer support environments, with at least 2–3 years in a direct supervisory, shift lead, or team management capacity.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Experience in an MSP, healthcare, financial services, or other complex client-facing support environment strongly preferred.</span></li> </ul> <p>&nbsp;</p> <p><span style="font-family: helvetica, arial, sans-serif;"><strong>The Benefits of Working for Abacus</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Exposure to a diverse array of technologies</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Part of a team of experienced technicians that aim to deliver exceptional services.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Competitive compensation</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Opportunities to further technical education through Employee Certification Program</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Positive, friendly, supportive office environment</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Workplace perks such as healthy snacks, wellness programs, and fun events</span></li> </ul> <p>&nbsp;</p>