Senior IT Service Desk Lead — Hybrid (3/2)

Abacus; Fort Lauderdale (FL); Hybrid; USD 65,000 - 95,000; Full time

Job summary

Abacus is seeking a Sr. Analyst, Enterprise Service Desk to elevate IT support for healthcare clients. You will lead the delivery of cloud environments, on‑premise infrastructure, and telephony systems while ensuring world‑class client experiences daily.

You will mentor the team, resolve escalated tickets, guide aging and complex issues, and collaborate with clients to minimize disruption of operations while delivering secure and reliable IT services.

Qualifications

• 3+ years of IT support experience in Microsoft environments.
• Certifications: Network +, Server +, Windows Server 70-410, 98-365 or equivalent.
• Understanding of Windows Server 2016/2012/2008, Active Directory, SQL, SharePoint, Exchange, Backup technologies.

Responsibilities

• Deliver an excellent customer experience in all interactions.
• Resolve tickets and guide aging/complex issues.
• Troubleshoot client emergencies and escalate to senior engineering when needed.
• Mentor and coach team members to elevate support capabilities.
• Assist with design, installation, configuration, and usability of desktops, laptops, servers, and telephony systems.
• Work with vendors to resolve software/hardware issues.

Skills

Customer service

Troubleshooting

Leadership

Communication

Problem solving

Education

Associates degree or equivalent

Tools

VMware ESXi

Hyper-V

Windows Server

Active Directory

SharePoint

Exchange

SQL

Job description

Abacus is seeking a Sr. Analyst, Enterprise Service Desk to elevate IT support for healthcare clients. You will lead the delivery of cloud environments, on‑premise infrastructure, and telephony systems while ensuring world‑class client experiences daily.

You will mentor the team, resolve escalated tickets, guide aging and complex issues, and collaborate with clients to minimize disruption of operations while delivering secure and reliable IT services.