Senior IT Service Desk Lead — Cloud & On‑Prem

Abacus; Tampa (FL); On-site; USD 70,000 - 110,000; Full time

Job summary

Abacus is seeking a Sr. Analyst, Enterprise Service Desk to elevate IT support. You will lead the deployment of customer-facing cloud environments, on‑premise infrastructure, and telephony systems while delivering world-class client experiences daily.

You will resolve escalated tickets, mentor teammates, and guide aging and complex issues to minimize disruption for healthcare clients. Join us to raise support capabilities and make a real difference.

Qualifications

• Associates degree in technology or equivalent work experience.
• 3+ years IT support experience in Microsoft environments.
• Certifications: Network+, Server+ or equivalent preferred.
• Familiar with VMware ESXi, Hyper-V, AD, and Windows Server environments.
• Excellent problem solving and client relationship skills.

Responsibilities

• Deliver an excellent customer experience in all interactions.
• Resolve tickets, guide aging and complex issues to minimize disruption.
• Troubleshoot client emergencies and escalate to senior engineers as needed.
• Mentor and coach team members to improve capabilities.
• Assist design, installation, configuration, and usability of desktops, phones, servers, storage, and networking.
• Work with vendors to resolve software/hardware issues.
• Install/upgrade Windows Server OS and perform security hardening.
• Maintain detailed documentation and perform backup testing.
• Provide on-site technical and customer service support as required.
• Lead standard projects and participate in solution delivery and process improvements.

Skills

Customer service

Communication

Team mentoring

Problem solving

On-call experience

Education

Associate degree in technology

Tools

VMware ESXi

Hyper-V

Active Directory

Windows Server

Job description

Abacus is seeking a Sr. Analyst, Enterprise Service Desk to elevate IT support. You will lead the deployment of customer-facing cloud environments, on‑premise infrastructure, and telephony systems while delivering world-class client experiences daily.

You will resolve escalated tickets, mentor teammates, and guide aging and complex issues to minimize disruption for healthcare clients. Join us to raise support capabilities and make a real difference.