Job Summary

As our Customer Experience (CX) Manager, you will be responsible for managing a portfolio of Abacus customer relationships to provide guidance on best practices and use of the Abacus platform.  Additionally, you will gather intelligence which can be used to enhance the customer experience as it relates to the delivery of our technology services.

Responsibilities (including but not limited to the following as required)

• Manage and facilitate recurring customer QBR meetings to discuss service enhancements and/or existing service challenges
• VoC  - challenges and market trends/concerns and other feedback, accurate documentation in internal Abacus systems.
• Actively manage a portfolio of 30-40 customers, primarily based in the Bay Area, with regular meetings and some travel required.
• Ensure that all services consistently meet customer expectations
• Creatively identify customer needs to recommend and upsell Abacus services, both with actively managed clients and small accounts with high growth potential and emerging upsides
• Documenting and tracking customer information (i.e. NPS, CSAT and customer profitability)
• Continuous customer education: understanding the business, the growth, the health
• Exhibit thorough understanding of the Abacus platform, products, service delivery model, partnerships and related services
• Function as customer and Abacus advocate to resolve issues related to (billing, support, portal, etc.)
• Document opportunities which may arise from operational challenges that customers face
• Provide training to customers in the use of the Abacus customers portal
• Flexibility to work outside of scheduled hours when necessary.
• Work with the team to coordinate and prepare for customer events
• Promote the Abacus brand via various channels i.e. social media, events etc.
• Attend new business pitches when appropriate.

Skills

• Strong ability to assess and prioritize work in a fast-paced environment.
• Ability to perform effectively under pressure and meet tight deadlines.
• Proven success managing, selling and developing customer accounts within the financial services and/or technology fields.
• Strong interpersonal skills and the ability to build lasting relationships with new and current customers. 
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• Candidate to work cross-functionally with internal Abacus teams; including but not limited customer service, business development, engineering, products and project management.
• Self-motivated, very detail-oriented and organized.
• Comprehensive understanding of customer/server technologies.
• Understanding of cyber security concepts (e.g. phishing tests, penetration testing, vulnerability scanning, SIEM, email security, endpoint Protection, MDM etc…)
• Some technical proficiency in the following areas are required:
• Understanding public vs hybrid infrastructure models (i.e. Azure/AWS/Private)
• Active Directory
• Dual Factor Authentication technologies
• Microsoft Exchange & MS Office 365 suite
• Microsoft MDM/MAM
• SSO
• Varonis
• KnowB4

Qualifications

• 5+ years of relevant Account Management, Client Success Management experience required; experience with advanced technology concepts and financial services is a plus.
• Hands-on technical experience required
• Collaborative and positive mindset.
• Organized, analytical and thorough is a must
• Proficient in Salesforce and Connectwise/ServiceNow, helpful.
• Hybrid (3 days in the office or meeting with customers in person)
• Must have valid Drivers License
• Ability to occasionally travel to Los Angeles

The Benefits of Working for Abacus:

• Exposure to diverse array of technologies
• Competitive compensation
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Commission eligible
• Positive, friendly, supportive office environment
• Workplace perks such as healthy snacks, wellness program, and fun events

Salary DOE: 125-135k base + commission

Overview 

We are seeking a highly strategic and execution-focused Sr Director, Data and Application Engineering to lead a broad portfolio of technical teams driving the organization's most critical engineering initiatives. Reporting directly to the Chief Technology Officer (CTO), this leader will oversee four core practice areas — DevOps, Application Development, Data Engineering, and Internal AI Development — and will be responsible for aligning these teams to deliver on the department's strategic goals. 

 As a 1,000-person Managed Services Provider (MSP) serving financial services and healthcare clients, we operate in highly regulated environments that demand secure, compliant, and reliable engineering practices. This leader will ensure all teams operate with the rigor, velocity, and collaboration required to build enterprise-grade platforms and solutions. 

 Reporting Structure 

• Reports to: Chief Technology Officer (CTO) 

• Direct Reports: Engineering leads across DevOps, Application Development, Data Engineering, and AI Development 

Teams Overseen 

DevOps 

Responsible for the infrastructure, CI/CD pipelines, and internal automation capabilities of the organization. This team supports development velocity, reliability, and the continued expansion of automation tooling across internal operations. 

Application Development 

Owns the design, development, and ongoing maintenance of internally built applications — most notably the Abacus portal — and supports service delivery initiatives including development and configuration work within ServiceNow. 

Data Engineering 

Leads the architecture, construction, and operation of the organization's enterprise data platform, enabling reliable, governed, and scalable data infrastructure across business units. 

Internal AI Development 

Drives the development and deployment of AI-powered tools and agents that deliver measurable efficiency gains across the organization. Partners with internal stakeholders to identify, prioritize, and implement AI solutions aligned to business needs. 

Departmental Goals 

This role is accountable for organizing and directing all four teams toward the following high-level department objectives: 

• Build and mature the organization's enterprise data platform to support scalable, governed, and insight-ready data infrastructure 

• Assist the service delivery team with the continued development and configuration of ServiceNow to improve ITSM capabilities and operational workflows 

• Expand and integrate the DevOps team's scope to encompass internal automation initiatives, reducing manual effort and improving engineering efficiency across the organization 

• Own the roadmap, development, and ongoing evolution of the internally developed Abacus portal 

• Collaborate with internal stakeholders to identify, prioritize, and deliver AI solutions that drive organizational efficiency and support strategic business outcomes 

Key Responsibilities 

Strategic Leadership & Team Alignment 

• Partner with the CTO to define and execute the engineering department's strategy across all four practice areas 

• Develop and maintain a unified engineering roadmap that balances platform investment, product delivery, and operational improvement 

• Establish cross-team priorities, resource allocation, and delivery cadences aligned to departmental goals 

• Serve as an escalation point and executive sponsor for critical engineering initiatives 

DevOps & Automation 

• Oversee the reliability, scalability, and continuous improvement of infrastructure and CI/CD tooling 

• Drive the expansion of the DevOps practice into internal automation — identifying and implementing automation opportunities that reduce toil and increase throughput 

• Ensure engineering teams operate with modern DevOps practices including infrastructure-as-code, observability, and automated testing 

Application Development & Platform Ownership 

• Own the technical direction and delivery roadmap for the Abacus portal, ensuring it meets evolving business requirements 

• Partner with the service delivery team to support ServiceNow development and configuration needs 

• Champion engineering best practices including code quality, security, and maintainability across all application development efforts 

Data Engineering & Enterprise Data Platform 

• Lead the build-out of the organization's enterprise data platform, ensuring it is scalable, governed, and fit for enterprise use 

• Ensure data pipelines, storage, and access patterns are designed for reliability and compliance in regulated industries 

• Collaborate with business stakeholders to ensure the platform supports analytics, reporting, and AI/ML workloads 

AI Development & Innovation 

• Lead the design, development, and rollout of internal AI agents and automation tools 

• Work directly with internal stakeholders to surface efficiency opportunities addressable through AI 

• Ensure AI solutions are scalable, secure, and compliant with regulatory requirements (e.g., HIPAA, financial data controls) 

• Oversee integration of AI systems with existing platforms and workflows 

• Serve as a subject matter expert on AI trends, tools, and best practices relevant to the MSP and regulated services space 

People Leadership & Culture 

• Build, mentor, and develop high-performing engineering teams across all four practice areas 

• Establish consistent engineering standards, development practices, and delivery governance 

• Foster a culture of accountability, collaboration, innovation, and continuous improvement 

• Attract and retain top engineering talent; support career development at all levels 

Metrics, Reporting & Governance 

• Define and track KPIs across teams (e.g., deployment frequency, platform uptime, data quality, AI adoption, development velocity) 

• Regularly report progress, risks, and outcomes to the CTO and executive leadership 

• Ensure all engineering practices meet governance, compliance, and security standards for regulated environments 

Qualifications 

Required 

• 12+ years of experience in software engineering, data engineering, DevOps, or related technical disciplines 

• 7+ years in progressive engineering leadership roles, including managing managers or multi-team organizations 

• Demonstrated experience overseeing multiple, diverse technical teams simultaneously 

• Proven track record of delivering enterprise-scale platforms and applications in production environments 

• Experience working in regulated industries such as financial services, healthcare, or similar 

• Strong ability to translate business objectives into technical strategy and measurable delivery outcomes 

• Excellent executive communication and stakeholder management skills 

Preferred 

• Experience within a Managed Services Provider (MSP) or services-based technology organization 

• Familiarity with ITSM platforms, particularly ServiceNow development and configuration 

• Hands-on background in one or more of: data platform architecture, AI/ML engineering, or DevOps automation 

• Experience with AI governance, risk management, and compliance frameworks 

• Exposure to enterprise data platform design (e.g., data lakes, lakehouses, data mesh architectures) 

Key Competencies 

• Strategic vision balanced with pragmatic execution 

• Cross-functional collaboration and executive stakeholder management 

• Organizational design and team development across multiple disciplines 

• Data-driven decision-making and outcomes orientation 

• Clear, compelling communication with both technical and non-technical audiences 

• Ability to lead through ambiguity in a fast-paced, evolving environment 

Success Metrics (First 12–18 Months) 

• Enterprise data platform foundation is architected, resourced, and delivering initial capabilities 

• ServiceNow development backlog is structured, prioritized, and progressing in partnership with service delivery 

• DevOps automation initiatives are identified, scoped, and delivering measurable efficiency gains 

• Abacus portal roadmap is owned, communicated, and actively progressing 

• At least 2–3 AI solutions are deployed and delivering measurable business value 

• All four engineering teams operate with clear charters, goals, and delivery metrics 

• Engineering culture reflects strong cross-team collaboration and consistent delivery practices 

Why This Role Matters 

This role sits at the intersection of platform, product, data, and AI — and is central to the organization's ability to scale, innovate, and operate with excellence. The Senior Director of Engineering will unify four critical engineering functions under a shared vision, accelerating the delivery of the enterprise data platform, modernizing internal tooling, and embedding AI-driven efficiency into the organization's core operations. This is a high-visibility, high-impact leadership role with direct line of sight to the CTO and meaningful influence over the company's long-term technical direction. 

Benefits of Working for Abacus:

• Exposure to diverse array of technologies
• Part of a team of experienced engineers who aim to deliver exceptional service
• Competitive compensation
• Performance bonus
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Opportunities to further technical education through online courses
• Positive, friendly, supportive work environment

Job Summary

Role and Responsibilities

• Deliver an excellent customer experience in all interactions
• Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues
• Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessary
• Serve as an escalation point to mentor and coach team members
• Assist clients with the design and implementation, installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking and software
• Work with vendor representatives to resolve software and hardware issues
• Install and/or upgrade Microsoft Windows Server Operating Systems
• Perform advanced virus, malware and ransomware mediation
• Provide professional quality server room cable management
• Responsible for creating and maintaining high quality, detailed documentation 
• Resolve backup issues and perform restore testing
• Install, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments
• Work with clients to harden security posture through policy and advanced technologies according to Abacus standards and processes
• Communicate with clients as required:  Keeping them informed of incident progress, notifying them of impending changes or agreed upon outages
• Take part in after hours
• On Call rotation as needed – must have a minimum of 6 months experience at Abacus and have supervisor approval before joining rotation.
• Accountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing Abacus in a professional manner
• Perform on-site technical and customer service support, to include:
  • Emergency/unscheduled repairs of clients’ on-site technical systems and equipment
  • Performs scheduled maintenance and repairs of clients’ technical systems and equipment
  • Network switch and server room cable management
  • Diagnoses, troubleshoots, repairs, and debugs complex technical and computer systems, and software
  • Follow standard procedures to isolate and fix problems in malfunctioning equipment or software.
  • Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation
• Demonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log records
• Exhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and Abacus
• Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories.  Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements
• Lead teams on standard projects (i.e. system migrations, virtual server configurations, server and firewall installations, office setups and moves, VPN tunnel configurations)
• Participate in project planning, solution delivery, mentoring and teaching improved processes to team members
• Follow Abacus’s defined processes, policies, service delivery standards 
• All other duties assigned.

Qualifications and Education Requirements

• Associates degree in technology related field OR equivalent combination of education and work experience
• A minimum of 3+ years of experience in IT Support, working in Microsoft Environments
• Required certifications:  Network +, Server +, Windows Server 70-410, 98-365 or equivalent
• Complete other technical and professional development as outlined in development plan
• Understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, Sharepoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issues
• Knowledge of VMWare, Citrix, VPN and Terminal Services
• Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software
• MSP specific experience strongly desired
• Excellent problem solving and client relationship skills
• Excellent verbal and written communication skills
• Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations.

Job Summary

Role and Responsibilities

• Deliver an excellent customer experience in all interactions
• Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues
• Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessary
• Serve as an escalation point to mentor and coach team members
• Assist clients with the design and implementation, installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking and software
• Work with vendor representatives to resolve software and hardware issues
• Install and/or upgrade Microsoft Windows Server Operating Systems
• Perform advanced virus, malware and ransomware mediation
• Provide professional quality server room cable management
• Responsible for creating and maintaining high quality, detailed documentation 
• Resolve backup issues and perform restore testing
• Install, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments
• Work with clients to harden security posture through policy and advanced technologies according to Abacus standards and processes
• Communicate with clients as required:  Keeping them informed of incident progress, notifying them of impending changes or agreed upon outages
• Take part in after hours
• On Call rotation as needed – must have a minimum of 6 months experience at Abacus and have supervisor approval before joining rotation.
• Accountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing Abacus in a professional manner
• Perform on-site technical and customer service support, to include:
  • Emergency/unscheduled repairs of clients’ on-site technical systems and equipment
  • Performs scheduled maintenance and repairs of clients’ technical systems and equipment
  • Network switch and server room cable management
  • Diagnoses, troubleshoots, repairs, and debugs complex technical and computer systems, and software
  • Follow standard procedures to isolate and fix problems in malfunctioning equipment or software.
  • Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation
• Demonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log records
• Exhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and Abacus
• Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories.  Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements
• Lead teams on standard projects (i.e. system migrations, virtual server configurations, server and firewall installations, office setups and moves, VPN tunnel configurations)
• Participate in project planning, solution delivery, mentoring and teaching improved processes to team members
• Follow Abacus’s defined processes, policies, service delivery standards 
• All other duties assigned.

Qualifications and Education Requirements

• Associates degree in technology related field OR equivalent combination of education and work experience
• A minimum of 3+ years of experience in IT Support, working in Microsoft Environments
• Required certifications:  Network +, Server +, Windows Server 70-410, 98-365 or equivalent
• Complete other technical and professional development as outlined in development plan
• Understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, Sharepoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issues
• Knowledge of VMWare, Citrix, VPN and Terminal Services
• Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software
• MSP specific experience strongly desired
• Excellent problem solving and client relationship skills
• Excellent verbal and written communication skills
• Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations.

Job Summary

Role and Responsibilities

• Deliver an excellent customer experience in all interactions
• Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues
• Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessary
• Serve as an escalation point to mentor and coach team members
• Assist clients with the design and implementation, installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking and software
• Work with vendor representatives to resolve software and hardware issues
• Install and/or upgrade Microsoft Windows Server Operating Systems
• Perform advanced virus, malware and ransomware mediation
• Provide professional quality server room cable management
• Responsible for creating and maintaining high quality, detailed documentation 
• Resolve backup issues and perform restore testing
• Install, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments
• Work with clients to harden security posture through policy and advanced technologies according to Abacus standards and processes
• Communicate with clients as required:  Keeping them informed of incident progress, notifying them of impending changes or agreed upon outages
• Take part in after hours
• On Call rotation as needed – must have a minimum of 6 months experience at Abacus and have supervisor approval before joining rotation.
• Accountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing Abacus in a professional manner
• Perform on-site technical and customer service support, to include:
  • Emergency/unscheduled repairs of clients’ on-site technical systems and equipment
  • Performs scheduled maintenance and repairs of clients’ technical systems and equipment
  • Network switch and server room cable management
  • Diagnoses, troubleshoots, repairs, and debugs complex technical and computer systems, and software
  • Follow standard procedures to isolate and fix problems in malfunctioning equipment or software.
  • Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation
• Demonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log records
• Exhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and Abacus
• Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories.  Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements
• Lead teams on standard projects (i.e. system migrations, virtual server configurations, server and firewall installations, office setups and moves, VPN tunnel configurations)
• Participate in project planning, solution delivery, mentoring and teaching improved processes to team members
• Follow Abacus’s defined processes, policies, service delivery standards 
• All other duties assigned.

Qualifications and Education Requirements

• Associates degree in technology related field OR equivalent combination of education and work experience
• A minimum of 3+ years of experience in IT Support, working in Microsoft Environments
• Required certifications:  Network +, Server +, Windows Server 70-410, 98-365 or equivalent
• Complete other technical and professional development as outlined in development plan
• Understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, Sharepoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issues
• Knowledge of VMWare, Citrix, VPN and Terminal Services
• Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software
• MSP specific experience strongly desired
• Excellent problem solving and client relationship skills
• Excellent verbal and written communication skills
• Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations.

Job Summary

Role and Responsibilities

• Deliver an excellent customer experience in all interactions
• Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues
• Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessary
• Serve as an escalation point to mentor and coach team members
• Assist clients with the design and implementation, installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking and software
• Work with vendor representatives to resolve software and hardware issues
• Install and/or upgrade Microsoft Windows Server Operating Systems
• Perform advanced virus, malware and ransomware mediation
• Provide professional quality server room cable management
• Responsible for creating and maintaining high quality, detailed documentation 
• Resolve backup issues and perform restore testing
• Install, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments
• Work with clients to harden security posture through policy and advanced technologies according to Abacus standards and processes
• Communicate with clients as required:  Keeping them informed of incident progress, notifying them of impending changes or agreed upon outages
• Take part in after hours
• On Call rotation as needed – must have a minimum of 6 months experience at Abacus and have supervisor approval before joining rotation.
• Accountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing Abacus in a professional manner
• Perform on-site technical and customer service support, to include:
  • Emergency/unscheduled repairs of clients’ on-site technical systems and equipment
  • Performs scheduled maintenance and repairs of clients’ technical systems and equipment
  • Network switch and server room cable management
  • Diagnoses, troubleshoots, repairs, and debugs complex technical and computer systems, and software
  • Follow standard procedures to isolate and fix problems in malfunctioning equipment or software.
  • Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation
• Demonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log records
• Exhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and Abacus
• Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories.  Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements
• Lead teams on standard projects (i.e. system migrations, virtual server configurations, server and firewall installations, office setups and moves, VPN tunnel configurations)
• Participate in project planning, solution delivery, mentoring and teaching improved processes to team members
• Follow Abacus’s defined processes, policies, service delivery standards 
• All other duties assigned.

Qualifications and Education Requirements

• Associates degree in technology related field OR equivalent combination of education and work experience
• A minimum of 3+ years of experience in IT Support, working in Microsoft Environments
• Required certifications:  Network +, Server +, Windows Server 70-410, 98-365 or equivalent
• Complete other technical and professional development as outlined in development plan
• Understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, Sharepoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issues
• Knowledge of VMWare, Citrix, VPN and Terminal Services
• Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software
• MSP specific experience strongly desired
• Excellent problem solving and client relationship skills
• Excellent verbal and written communication skills
• Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations.

Job Summary

Role and Responsibilities

• Deliver an excellent customer experience in all interactions
• Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues
• Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessary
• Serve as an escalation point to mentor and coach team members
• Assist clients with the design and implementation, installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking and software
• Work with vendor representatives to resolve software and hardware issues
• Install and/or upgrade Microsoft Windows Server Operating Systems
• Perform advanced virus, malware and ransomware mediation
• Provide professional quality server room cable management
• Responsible for creating and maintaining high quality, detailed documentation 
• Resolve backup issues and perform restore testing
• Install, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments
• Work with clients to harden security posture through policy and advanced technologies according to Abacus standards and processes
• Communicate with clients as required:  Keeping them informed of incident progress, notifying them of impending changes or agreed upon outages
• Take part in after hours
• On Call rotation as needed – must have a minimum of 6 months experience at Abacus and have supervisor approval before joining rotation.
• Accountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing Abacus in a professional manner
• Perform on-site technical and customer service support, to include:
  • Emergency/unscheduled repairs of clients’ on-site technical systems and equipment
  • Performs scheduled maintenance and repairs of clients’ technical systems and equipment
  • Network switch and server room cable management
  • Diagnoses, troubleshoots, repairs, and debugs complex technical and computer systems, and software
  • Follow standard procedures to isolate and fix problems in malfunctioning equipment or software.
  • Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation
• Demonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log records
• Exhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and Abacus
• Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories.  Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements
• Lead teams on standard projects (i.e. system migrations, virtual server configurations, server and firewall installations, office setups and moves, VPN tunnel configurations)
• Participate in project planning, solution delivery, mentoring and teaching improved processes to team members
• Follow Abacus’s defined processes, policies, service delivery standards 
• All other duties assigned.

Qualifications and Education Requirements

• Associates degree in technology related field OR equivalent combination of education and work experience
• A minimum of 3+ years of experience in IT Support, working in Microsoft Environments
• Required certifications:  Network +, Server +, Windows Server 70-410, 98-365 or equivalent
• Complete other technical and professional development as outlined in development plan
• Understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, Sharepoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issues
• Knowledge of VMWare, Citrix, VPN and Terminal Services
• Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software
• MSP specific experience strongly desired
• Excellent problem solving and client relationship skills
• Excellent verbal and written communication skills
• Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations.

Job Summary

Role and Responsibilities

• Deliver an excellent customer experience in all interactions
• Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues
• Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessary
• Serve as an escalation point to mentor and coach team members
• Assist clients with the design and implementation, installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking and software
• Work with vendor representatives to resolve software and hardware issues
• Install and/or upgrade Microsoft Windows Server Operating Systems
• Perform advanced virus, malware and ransomware mediation
• Provide professional quality server room cable management
• Responsible for creating and maintaining high quality, detailed documentation 
• Resolve backup issues and perform restore testing
• Install, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments
• Work with clients to harden security posture through policy and advanced technologies according to Abacus standards and processes
• Communicate with clients as required:  Keeping them informed of incident progress, notifying them of impending changes or agreed upon outages
• Take part in after hours
• On Call rotation as needed – must have a minimum of 6 months experience at Abacus and have supervisor approval before joining rotation.
• Accountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing Abacus in a professional manner
• Perform on-site technical and customer service support, to include:
  • Emergency/unscheduled repairs of clients’ on-site technical systems and equipment
  • Performs scheduled maintenance and repairs of clients’ technical systems and equipment
  • Network switch and server room cable management
  • Diagnoses, troubleshoots, repairs, and debugs complex technical and computer systems, and software
  • Follow standard procedures to isolate and fix problems in malfunctioning equipment or software.
  • Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation
• Demonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log records
• Exhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and Abacus
• Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories.  Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements
• Lead teams on standard projects (i.e. system migrations, virtual server configurations, server and firewall installations, office setups and moves, VPN tunnel configurations)
• Participate in project planning, solution delivery, mentoring and teaching improved processes to team members
• Follow Abacus’s defined processes, policies, service delivery standards 
• All other duties assigned.

Qualifications and Education Requirements

• Associates degree in technology related field OR equivalent combination of education and work experience
• A minimum of 3+ years of experience in IT Support, working in Microsoft Environments
• Required certifications:  Network +, Server +, Windows Server 70-410, 98-365 or equivalent
• Complete other technical and professional development as outlined in development plan
• Understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, Sharepoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issues
• Knowledge of VMWare, Citrix, VPN and Terminal Services
• Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software
• MSP specific experience strongly desired
• Excellent problem solving and client relationship skills
• Excellent verbal and written communication skills
• Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations.

Responsibilities (including but not limited to):

· Performing external and internal network vulnerability assessments, penetration tests, and social engineering engagements.

· Creating and conducting technical reviews of various highly detailed cybersecurity testing reports.

· Researching and staying up to date with the latest penetration testing techniques, tools and methodologies.

· Either currently or in the future, perform white box risk assessments and penetration tests of cloud environments (Azure, AWS, GCP)

· Assisting with the development of various scripts, tools, and processes to help automate various pentesting processes.

· Presenting various penetration testing reports to customers and discussing nuanced technical recommendations, with the expectation of leading customer presentations within 3 months.

· Discuss with, collaborate with, and train teammates from the Cybersecurity Red Team around various tools and techniques associated with network penetration testing.

· Managing physical testing appliances (penboxes or security testing appliances). Duties include inventory management, device setup and configuration (scripts have been internally created), and, at times, shipping and receiving.

Skills:

· Critical and creative thinking to strategize how to add value to customer engagements.

· Ability to self-manage time and commitments.

· Strong attention to detail and well-organized.

· Highly motivated to continuously learn and innovate.

· Excellent verbal communication and written communication skills, especially when communicating complex concepts to non-technical audiences.

· Exceptional spelling and grammar skills for writing and proofreading documents.

· Comfortable scripting in Python, Bash, and PowerShell

· Familiar with Windows, MacOS, and Linux operating systems

· Familiarity and comfortability operating within the Linux operating system.

· A thorough understanding of the OSI model, the functionality of common protocols, and major relevant vectors of exploitation.

· A thorough understanding of the MITRE ATT&CK Framework and the Penetration Testing Execution Standard.

· Familiarity with the fundamentals of heuristic-based threat detection technologies such as IDS, IPS, EDR, XDR.

· Understand basic datacenter, cloud, and virtual networking concepts.

You'll love this job if you:

· Value, integrity, and honesty above all else in a non-negotiable way.

· Have a passion for the information security industry and helping people.

· Are capable of managing time efficiently and meeting deadlines with multiple concurrent projects.

· Are able to work within constraints and to challenge the status quo.

· Are able to self-direct work, orient to action, and truly own the position.

· Have a collaborative attitude and mindset with colleagues and team members

Qualifications:

· 3+ Years of Penetration Testing Experience (Required)

· 2+ Years of Experience working with a major cloud platform (Azure, AWS, or GCP) (Required)

· Bachelor’s Degree in one of the following areas of concentration: Computer Science, Software Development, Information Technology, Cybersecurity (nice to have)

· Background in physical device management (nice to have)

· Familiarity with web application and API penetration testing (nice to have)

· 2+ Years experience scripting in Python for automation, data science, or cybersecurity purposes (nice to have)

· Hold one or more of the following CREST Certifications (required)

- CREST Registered Penetration Tester (CRT)

- CREST Certified Tester - Infrastructure (CCT INF)

- CREST Certified Simulated Attack Specialist (CCSAS)

- CREST Certified Simulated Attack Manager (CCSAM)

One or more of the following certifications (nice to have)

- Practical Network Penetration Tester (PNPT)

- Offensive Security Certified Professional (OSCP)

- Certified Red Team Operator (CRTO)

- Certified Azure Red Team Professional (CARTP)

- HackTricks AWS Red Team Expert (ARTE)

- HackTricks GCP Red Team Expert (GRTE)

- HackTheBox Penetration Testing Specialist (HTB CPTS

What you can Expect:

-Great annual leave entitlement plus bank holidays

-Gym discount

-Life insurance

-Comprehensive travel insurance for you and your family in line with scheme rules

-Confidential well-being and counselling support

-Competitive compensation

-Commission eligible

-Contributory pension scheme

-Company events

-Private Medical and Dental Insurance

-Fantastic company culture and values

Project Manager, Service Transition

Job Summary

We are seeking a Project Manager to support high-impact internal system initiatives that strengthen operational efficiency and enterprise platform alignment. This role partners with C-level stakeholders, Finance, Operations, Technology teams, and external vendors to ensure structured governance, cross-functional alignment, and successful program execution.

As part of the broader Project Management organization, this position will lead client onboarding and other strategic initiatives as business priorities evolve. The ideal candidate is a disciplined, solutions-oriented project leader who thrives in both internal and client-facing environments.

Responsibilities

• Own end-to-end delivery of assigned initiatives, ensuring alignment to scope, timeline, budget, and defined outcomes.
• Establish and maintain structured project plans, milestones, and governance standards to drive execution discipline.
• Lead stakeholder engagement across executive leadership, cross-functional teams, and external vendors, providing clear reporting and decision support.
• Proactively identify risks, dependencies, and implement mitigation strategies to protect delivery.
• Oversee client onboarding engagements, including kickoff, implementation oversight, transition to support teams, and successful stabilization.
• Ensure thorough documentation, knowledge transfer, and formal project closure upon completion.

Skills & Qualifications

• Demonstrated ability to communicate effectively with executive stakeholders and lead structured, outcome-focused discussions.
• Strong organizational discipline with the ability to drive clarity, accountability, and alignment across cross-functional teams.
• Proven experience managing complex initiatives in fast-paced environments, including coordination with third-party vendors and system integrations.
• Ability to balance internal operational priorities with client-facing project delivery.
• Ability to identify risks and implement mitigation strategies proactively.
• Working knowledge of project management methodologies such as Agile, Waterfall, or hybrid approaches.
• Bachelor’s degree or equivalent professional experience required. PMP or comparable certification preferred.

The Benefits of Working for Abacus:

• Exposure to diverse array of technologies
• Competitive compensation
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Performance bonus
• Positive, friendly, supportive office environment
• Workplace perks such as healthy snacks, wellness program, and fun events

Project Manager, Service Transition

Job Summary

We are seeking a Project Manager to support high-impact internal system initiatives that strengthen operational efficiency and enterprise platform alignment. This role partners with C-level stakeholders, Finance, Operations, Technology teams, and external vendors to ensure structured governance, cross-functional alignment, and successful program execution.

As part of the broader Project Management organization, this position will lead client onboarding and other strategic initiatives as business priorities evolve. The ideal candidate is a disciplined, solutions-oriented project leader who thrives in both internal and client-facing environments.

Responsibilities

• Own end-to-end delivery of assigned initiatives, ensuring alignment to scope, timeline, budget, and defined outcomes.
• Establish and maintain structured project plans, milestones, and governance standards to drive execution discipline.
• Lead stakeholder engagement across executive leadership, cross-functional teams, and external vendors, providing clear reporting and decision support.
• Proactively identify risks, dependencies, and implement mitigation strategies to protect delivery.
• Oversee client onboarding engagements, including kickoff, implementation oversight, transition to support teams, and successful stabilization.
• Ensure thorough documentation, knowledge transfer, and formal project closure upon completion.

Skills & Qualifications

• Demonstrated ability to communicate effectively with executive stakeholders and lead structured, outcome-focused discussions.
• Strong organizational discipline with the ability to drive clarity, accountability, and alignment across cross-functional teams.
• Proven experience managing complex initiatives in fast-paced environments, including coordination with third-party vendors and system integrations.
• Ability to balance internal operational priorities with client-facing project delivery.
• Ability to identify risks and implement mitigation strategies proactively.
• Working knowledge of project management methodologies such as Agile, Waterfall, or hybrid approaches.
• Bachelor’s degree or equivalent professional experience required. PMP or comparable certification preferred.

The Benefits of Working for Abacus:

• Exposure to diverse array of technologies
• Competitive compensation
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Performance bonus
• Positive, friendly, supportive office environment
• Workplace perks such as healthy snacks, wellness program, and fun events

This position requires current U.S. work authorization. The company is unable to sponsor or assume sponsorship of an employment visa at this time.

Project Manager, Service Transition

Job Summary

We are seeking a Project Manager to support high-impact internal system initiatives that strengthen operational efficiency and enterprise platform alignment. This role partners with C-level stakeholders, Finance, Operations, Technology teams, and external vendors to ensure structured governance, cross-functional alignment, and successful program execution.

As part of the broader Project Management organization, this position will lead client onboarding and other strategic initiatives as business priorities evolve. The ideal candidate is a disciplined, solutions-oriented project leader who thrives in both internal and client-facing environments.

Responsibilities

• Own end-to-end delivery of assigned initiatives, ensuring alignment to scope, timeline, budget, and defined outcomes.
• Establish and maintain structured project plans, milestones, and governance standards to drive execution discipline.
• Lead stakeholder engagement across executive leadership, cross-functional teams, and external vendors, providing clear reporting and decision support.
• Proactively identify risks, dependencies, and implement mitigation strategies to protect delivery.
• Oversee client onboarding engagements, including kickoff, implementation oversight, transition to support teams, and successful stabilization.
• Ensure thorough documentation, knowledge transfer, and formal project closure upon completion.

Skills & Qualifications

• Demonstrated ability to communicate effectively with executive stakeholders and lead structured, outcome-focused discussions.
• Strong organizational discipline with the ability to drive clarity, accountability, and alignment across cross-functional teams.
• Proven experience managing complex initiatives in fast-paced environments, including coordination with third-party vendors and system integrations.
• Ability to balance internal operational priorities with client-facing project delivery.
• Ability to identify risks and implement mitigation strategies proactively.
• Working knowledge of project management methodologies such as Agile, Waterfall, or hybrid approaches.
• Bachelor’s degree or equivalent professional experience required. PMP or comparable certification preferred.

The Benefits of Working for Abacus:

• Exposure to diverse array of technologies
• Competitive compensation
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Performance bonus
• Positive, friendly, supportive office environment
• Workplace perks such as healthy snacks, wellness program, and fun events

This position requires current U.S. work authorization. The company is unable to sponsor or assume sponsorship of an employment visa at this time.

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 PST/MST hours (11am-8pm if you are on EST time) 

Salary: 80k

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 PST/MST hours (11am-8pm if you are on EST time) 

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 PST/MST hours (11am-8pm if you are on EST time) 

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 PST/MST hours (11am-8pm if you are on EST time) 

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 PST/MST hours (11am-8pm if you are on EST time) 

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 PST/MST hours (11am-8pm if you are on EST time) 

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 PST/MST hours (11am-8pm if you are on EST time) 

OVERVIEW

Reporting to the Senior Manager, HR Operations, the Coordinator, People Operations serves as a key point of contact for employees and managers seeking day-to-day HR support. This role is responsible for triaging and responding to inquiries through the People Services inbox, processing routine HR transactions, and ensuring that employees receive accurate, timely, and professionally delivered service across the full spectrum of HR operations.

This is a professional-level HR role requiring foundational knowledge of employment practices, HR systems, and service delivery. The Coordinator must bring sound judgment to prioritize competing requests, recognize when issues require escalation, and maintain accuracy and confidentiality in all employee data and communications. It is not an administrative role — the Coordinator is expected to understand the ‘why’ behind HR policy and process, and to represent the People Services function with competence and accountability.

This position has been created to strengthen frontline HR service delivery and ensure consistent, high-quality support for Abacus Group’s approximately 900 employees across the US, UK, and UAE. The successful candidate will bring a customer-service orientation, a genuine commitment to operational excellence, and the initiative to take ownership of their work from inquiry to resolution.

JOB DESCRIPTION

DUTIES AND RESPONSIBILITIES

People Services Inbox & Triage (40%)

• Own daily monitoring and timely response to the People Services inbox, ensuring all inquiries receive a professional first response within established SLA windows
• Accurately triage incoming requests by category, urgency, and complexity — resolving routine inquiries independently and escalating complex or sensitive issues appropriately to HRBPs or the Senior Manager, HR Operations
• Prioritize competing requests with sound judgment, demonstrating consistent ability to distinguish high-impact issues from lower-priority items
• Track and document all case activity to enable reporting on volume, response times, and recurring themes
• Contribute to knowledge base and FAQ development to reduce repeat inquiry volume over time

HR Transactions & Employee Lifecycle (30%)

• Process routine employee lifecycle transactions in Workday including hires, terminations, job changes, department transfers, and compensation updates
• Ensure data accuracy and integrity across all HRIS entries; perform regular audits to identify and correct discrepancies
• Support onboarding coordination including new hire documentation, I-9 processing, and first-day logistics in partnership with Talent Acquisition
• Assist with offboarding administration including separation paperwork, final pay coordination, and benefits termination notifications
• Process leave of absence requests and maintain accurate leave tracking records

Benefits & Payroll Support (15%)

• Respond to employee inquiries related to benefits enrollment, eligibility, and plan information, escalating complex cases to the Payroll, Benefits & Retirement Plans Specialist
• Support open enrollment administration including employee communications, system updates, and enrollment tracking
• Assist with payroll-related employee inquiries, directing technical payroll questions to the appropriate specialist while providing accurate first-line information
• Coordinate basic deduction changes and updates in Workday as directed

HR Operations & Process Support (15%)

• Maintain and update HR documentation, SOPs, and employee-facing resources on SharePoint and other internal platforms
• Generate routine HR reports and data pulls from Workday to support team needs
• Support HR projects and initiatives as assigned, including compliance activities, policy rollouts, and integration efforts
• Partner closely with HRBPs and the HR Operations team to ensure consistent service delivery and a seamless employee experience
• Identify opportunities to improve processes and reduce inefficiencies in HR service delivery

KNOWLEDGE, SKILLS, AND ABILITIES

HR Knowledge & Service Delivery

• Working knowledge of foundational HR principles including employment law basics, employee lifecycle processes, and benefits administration
• Ability to triage HR inquiries accurately, distinguishing routine requests from escalation-worthy situations
• Familiarity with federal and state employment regulations sufficient to provide accurate first-line guidance and recognize compliance risk
• Understanding of HR policy and the ability to interpret and explain policy to employees in plain language
• Commitment to service delivery excellence — responsive, accurate, and employee-centric in all interactions

Systems & Technical Skills

• Proficiency with HRIS platforms; Workday experience strongly preferred
• Solid Microsoft Office skills including Excel (VLOOKUP, filters, basic formulas), Outlook, and SharePoint
• Comfort generating and reviewing HR data reports and identifying discrepancies
• Ability to learn new systems and adapt to technology changes quickly
• Experience using case management or ticketing tools is an asset

Prioritization & Operational Judgment

• Demonstrated ability to manage a high volume of competing requests and consistently prioritize by impact and urgency
• Self-directed and organized, with strong ability to manage tasks to completion without constant supervision
• Proactive follow-through — takes ownership of inquiries from receipt through resolution and communicates status appropriately
• Recognizes the difference between issues that can be resolved independently and those requiring escalation or legal guidance

Communication & Professionalism

• Clear, professional written communication with an ability to explain HR topics accessibly to a non-HR audience
• Strong interpersonal skills and genuine customer service orientation
• Ability to handle sensitive and confidential employee information with discretion and integrity
• Comfortable working across a geographically distributed, multi-entity organization
• Collaborative approach with strong ability to partner with HRBPs, Finance, and Operations teams

ATTRIBUTES THAT WILL DRIVE SUCCESS

• who treats every employee inquiry as an opportunity to represent People Services with professionalism and care SERVICE-FIRST MINDSET
• who can rapidly assess the urgency and complexity of competing requests and act accordingly — every time TRIAGE EXPERT
• who takes full accountability for People Services responsiveness and sees unanswered inquiries as a personal priority INBOX OWNER
• who processes transactions accurately and audits their own work before submitting DETAIL-ORIENTED OPERATOR
• who understands enough HR practice to guide employees correctly and know when to escalate POLICY-INFORMED
• comfortable in Workday and capable of learning new tools without hand-holding SYSTEM-SAVVY
• who keeps employees and teammates informed and doesn’t let requests fall through the cracks PROACTIVE COMMUNICATOR
• who supports the HR Operations team and HRBPs in delivering a best-in-class people experience TEAM PLAYER

Qualifications 

• Human Resources, Business Administration, Organizational Development, or related field
• With demonstrated HR knowledge and relevant experience
• HR generalist, HR coordinator, or HR operations experience

The Benefits of Working for Abacus

• Exposure to a diverse array of technologies.
• Internal opportunities for career advancement.
• Part of a team of experienced technicians that aim to deliver exceptional service
• Competitive compensation.
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO.
• Opportunities to further technical education through online courses.
• Positive, friendly, and supportive office environment.
• Workplace perks including healthy snacks and team-building events.

Job Summary:

This role is designated 100% onsite with a Abacus health care client in the New York, NY. The tech will also support several satellite locations, so access to a reliable source of personal transportation is required. In this role you will be an initial point of contact for resolving or triaging client requests and providing a world class client experience daily. You will leverage Abacus resources when appropriate to ensure that more complex client issues are resolved in a timely manner using our standard escalations process. You will be this client's hero!! If this opportunity excites you, we want to talk to you!

Responsibilities (including, but not limited to):

• Deliver an excellent customer experience in all interactions 
• Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues
• Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessary
• Assist clients with the design and implementation, installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking and software
• Work with vendor representatives to resolve software and hardware issues
• Install and/or upgrade Microsoft Windows Server Operating Systems
• Perform advanced virus, malware and ransomware mediation
• Provide professional quality server room cable management
• Responsible for creating and maintaining high quality, detailed documentation
• Resolve backup issues and perform restore testing
• Install, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments
• Work with client to harden security posture through policy and advanced technologies according to Abacus standards and processes
• Communicate with client as required: Keeping them informed of incident progress, notifying them of impending changes or agreed upon outages
• Accountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing Abacus Min a professional manner
• Perform on-site technical and customer service support, to include:
• Emergency/unscheduled repairs of clients’ on-site technical systems and equipment
• Performs scheduled maintenance and repairs of clients’ technical systems and equipment
• Network switch and server room cable management
• Diagnoses, troubleshoots, repairs, and debugs complex technical and computer systems, and software
• Follow standard procedures to isolate and fix problems in malfunctioning equipment or software.
• Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation
• Demonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log records
• Exhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and Abacus
• Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories. Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements
• Participate in project planning, solution delivery, mentoring and teaching improved processes to team members
• Follow Abacus’s defined processes, policies, service delivery standards
• Must have a valid state driver’s license and provide own transportation to client sites.
• Preference will be given to local candidates that live near the client locations / in the communities they serve.
• All other duties assigned

Qualifications and Education Requirements:

• Associates degree in technology related field OR equivalent combination of education and work experience
• A minimum of 3+ years of experience within IT Support, working in Microsoft Environments
• Preferred certifications: Network +, Server +, Windows Server 70-410, 98-365 or equivalent
• Complete other technical and professional development as outlined in development plan
• Understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, SharePoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issues
• Knowledge of VMWare, Citrix, VPN and Terminal Services
• Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software
• MSP specific experience strongly desired
• Excellent problem solving and client relationship skills
• Excellent verbal and written communication skills
• Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations.

Alignment with Abacus’s core values of Act with Integrity, Work and Win Together, Keep Learning and Growing and Turn Disruption into Direction

Abacus is an equal opportunity employer and complies with all Federal and State laws, regulations, executive orders, and mandates.

To protect their employees and immunocompromised patients, our clients may have vaccination requirements for onsite roles (annual flu, Covid, or others).

Salary DOE: $30-$35/hr

Job Overview:

As a Analyst, Enterprise Service Desk, you will play a crucial role in resolving technical issues for our Hedge Fund and Private Equity clients. As the first point of contact, you will respond to client issues, collaborate internally and externally to resolve issues, and provide exceptional white-glove service. While this is a client facing support position, it entails a broader and deeper technical skill set and stronger customer service skills than comparable positions within other organizations.

Responsibilities:

• Provide white-glove technical support to our clients via phone, email, and remote login
• Support client workstations (e.g., video cards, drivers), printers, and peripheral equipment (e.g., USB devices).
• Proactively and consistently communicate with clients and colleagues
• Accurately and promptly record all time in our ticketing system
• Proactively manage ticket queue
  • Ensure all ticket notes and statuses are up to date
  • Troubleshoot client issues and document all steps up through resolution
  • Effectively multi-task to manage workload
• Collaborate on improvement of operational effectiveness
• Document, take ownership of, and escalate issues
• Meet individual and team KPI targets
• Maintain flexibility with respect to work schedule and responsibilities

Skills:

• Excellent customer service skills.
• Ability to demonstrate empathy towards clients and colleagues.
• Prompt answering of emails, phone calls, and other communications.
• Assessment and prioritization of work in a fast-paced environment.
• Functioning at a high level under time constraints and pressure.
• Self-motivated, detail-oriented, and organized.
• Effective communication, interpersonal, organizational, and presentation skills, oral and written.
• Appropriate adaptation of communication for the audience (e.g., layperson vs. technical).
• Clear and concise identification, isolation, and escalation of hardware, software, network, and systems issues.
• Highly developed and process-oriented problem-solving skills.
• Knowledge of interconnectivity of O365 Services (e.g., Teams, SharePoint, OneDrive, Outlook).
• Continued proactive development of O365.
• Management of a multi-tenant environment.
• In-depth understanding of Microsoft Support Processes (e.g., opening tickets, troubleshooting).
• Management of Active Directory accounts, groups, and permissions.
• Duo Security and other MFA applications.
• Microsoft Exchange Administration.
• Management of Azure Active Directory.
• Management of O365 Admin Portal.
• Citrix XenApp
  • Publishing/Managing Citrix applications
  • Terminate hung sessions
  • Management of Citrix Director and Citrix Studio

• Management of MDM technologies (e.g., Intune).
• Analysis and resolution of disk space remediation, host down, and ISP alerts from monitoring tools (e.g., Nagios).
• Virtual server administration (e.g., VMware vSphere):
  • Resource (e.g., RAM, virtual drives, and CPU) management
  • GPO management
  • Troubleshooting of server performance issues
  • Server roles management
• Troubleshooting of DNS, DHCP, and TCP/IP issues.
• Print queue installation, configuration, and management.

Qualifications:

• High school diploma or equivalent required.
• 5+ years of experience in a related field.
• A degree or some college a plus.
• Technical licenses or training a plus.
• Ability to commute to Frisco office on a hybrid basis

The Benefits of Working for Abacus

• Exposure to a diverse array of technologies.
• Internal opportunities for career advancement.
• Part of a team of experienced technicians that aim to deliver exceptional service
• Competitive compensation.
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO.
• Opportunities to further technical education through online courses.
• Positive, friendly, and supportive office environment.
• Workplace perks including healthy snacks and team-building events.

Summary

As a Senior Cloud Architect on our Cloud Engineering team, you will lead the design and implementation of complex cloud solutions for our clients across multiple cloud platforms. You will serve as a technical leader and subject matter expert, providing strategic guidance on cloud architecture, security, cost optimization, and the secure adoption of enterprise AI capabilities. You will mentor junior team members while driving innovation and best practices across the organization.

The Senior Cloud Architect designs complex, enterprise-grade cloud solutions that address sophisticated business requirements across multi-cloud and hybrid environments. Through expert-level understanding of cloud architecture and emerging technologies, you will lead architectural reviews, optimize cloud costs, and ensure solutions meet the highest standards of security, scalability, and reliability. This role requires deep expertise in multiple major cloud platforms and the ability to align technical solutions with business strategy, including the secure and well-governed integration of enterprise AI services into client environments.

Responsibilities (including, but not limited to the following)

• Lead the design and implementation of complex cloud solutions for clients with sophisticated requirements
• Provide expert-level strategy and technical guidance on cloud architecture across multiple platforms
• Design and architect complex cloud solutions that span multi-cloud and hybrid environments
• Lead architectural reviews and provide authoritative guidance on design decisions
• Implement and optimize complex cloud security controls and compliance frameworks
• Conduct cloud cost optimization assessments and provide strategic recommendations to maximize ROI
• Mentor and provide technical leadership to junior cloud engineers and architects
• Lead client engagements as the primary technical authority on cloud solutions
• Drive the adoption of cloud best practices and emerging technologies across the organization
• Guide clients on the secure adoption and integration of enterprise AI platforms (such as Microsoft 365 Copilot, Copilot Studio, Claude Enterprise, or ChatGPT Enterprise), including governance and data handling considerations
• Advise on data readiness for AI, including sensitivity labeling, permissions hygiene, and oversharing remediation in Microsoft 365 and related platforms
• Architect multi-region solutions with sophisticated disaster recovery and business continuity planning
• Develop and maintain cloud architecture standards, patterns, and governance frameworks
• Translate complex business objectives into comprehensive technical architectures
• Evaluate and recommend new cloud services and technologies to solve advanced business challenges
• Lead proof-of-concept initiatives for emerging cloud technologies
• Provide thought leadership on cloud strategy and roadmap development

Skills 

• Must be able to articulate complex technical architectures to executive leadership and diverse stakeholders
• Ability to deliver innovative, enterprise-grade technology solutions for clients
• Ability to lead projects under pressure and with competing priorities
• Highly analytical thinker with advanced troubleshooting and problem-solving skills
• Must have availability to occasionally work nights and some weekends
• Expert knowledge of multiple major public cloud platforms (Azure, AWS, and/or Google Cloud) including advanced networking, compute, security, IAM, and cost optimization
• Expert technical skills with Windows Server Technologies, including Active Directory and hybrid identity solutions
• Proficiency with git and version control in conjunction with Azure DevOps repositories
• Deep familiarity with containerization, Kubernetes, and cloud-native application architectures
• Expert understanding of Windows and Linux environments at the enterprise scale
• Expert understanding of deploying to Azure using Terraform and other Infrastructure as Code tools
• Advanced understanding of deploying to Azure using CI/CD processes with complex pipelines
• Advanced experience with administering Microsoft Fabric
• Ability to align cloud solutions to complex business needs and strategic objectives
• Solid proficiency in PowerShell and/or Python with working familiarity in Bash and other scripting languages
• Ability to read, understand, and optimize complex code and infrastructure configurations
• Deep understanding of cloud economics and ability to optimize costs at enterprise scale
• Expert knowledge of security frameworks, compliance requirements, and risk management
• Fundamental understanding of how generative AI and large language models work, including their limitations (hallucination, prompt injection, non-determinism) and practical mitigations for production use
• Working knowledge of enterprise AI platforms such as Microsoft 365 Copilot, Copilot Studio, Claude Enterprise, and ChatGPT Enterprise, including their security, governance, and data handling considerations
• Understanding of AI skills and agentic behavior, including tool use, orchestration patterns, and failure modes
• Working knowledge of Microsoft Purview, particularly Data Loss Prevention (DLP), Information Protection, and Insider Risk Management, and how these underpin safe enterprise AI adoption
• Familiarity with Azure AI Foundry, Amazon Bedrock, or Amazon SageMaker; Google Vertex AI experience a bonus
• Understanding of data readiness principles for AI, including permissions hygiene, oversharing remediation, and sensitivity labeling
• Awareness of AI regulatory considerations in the US or UK, particularly data residency and auditability (helpful, not required)

Qualifications

• 5+ years of experience in cloud engineering and architecture
• Proven track record designing and implementing complex, enterprise-scale cloud solutions
• Senior-level certifications in multiple cloud platforms (e.g., AWS Solutions Architect Professional, GCP Professional Cloud Architect, AZ-305)
• Demonstrated experience leading cloud architecture for organizations or major clients
• Expert understanding of multi-cloud and hybrid cloud architectures
• Proven experience with cloud migration strategies and execution at scale
• Knowledge of industry standard security frameworks and compliance requirements (e.g., SOC 2, ISO 27001, NIST, HIPAA, PCI-DSS)
• Expert problem-solving, troubleshooting, and analytical skills
• Demonstrated leadership abilities including mentoring junior team members
• Advanced automation capabilities with Infrastructure as Code and CI/CD pipelines
• Expert understanding of Infrastructure as a Service (IaaS), Platform as a Service (PaaS), Software as a Service (SaaS), and serverless architectures
• Understanding of enterprise AI deployments (e.g., Microsoft 365 Copilot rollouts, Copilot Studio agents, Azure AI Foundry, Amazon Bedrock, Amazon Q Business, Google Vertex AI, or Gemini for Google Workspace)
• Strong project management and stakeholder communication skills
• Experience architecting solutions in highly regulated industries (financial services, healthcare) strongly preferred
• Experience in the financial sector a plus
• Experience working at an MSP a plus

The Benefits of Working for Abacus:

• Exposure to diverse array of technologies
• Part of a team of experienced engineers who aim to deliver exceptional service
• Competitive compensation
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Opportunities to further education through our Employee Certification program
• Positive, friendly, supportive office environment
• Workplace perks such as healthy snacks, wellness program, and fun events

Job Summary

The Enterprise Service Desk Engineer supports and maintains a multi-tenant hosted infrastructure, acting as a Tier 3 escalation point for complex technical issues within the Enterprise Service Desk. The role includes support and administration of client environments across a broad range of technologies and coordination with clients and third-party vendors.

This position also works closely with SME engineering teams to ensure client platform stability, reliability, and service continuity.

Key Responsibilities

• Respond to escalated issues from Tier 1 and Tier 2 Service Desk Administrators in a timely and professional manner
• Take ownership of escalated issues through to full resolution
• Manage and support a multi-tenant hosted platform within a team-based environment
• Manage VMware virtualised environments
• Support physical datacentre infrastructure and associated resources
  • Work closely with clients and third parties to resolve escalated issues
• Provide out-of-hours escalation support on a rotating schedule (approximately every 2–3 months)
• Maintain a high level of interaction with Tier 1 and Tier 2 teams, fostering positive and effective working relationships
• Provide regular status updates on outstanding tickets and active project work in ServiceNow
• Cover a range of shifts between 7:00am and 6:00pm, including during periods of colleague holiday and sickness
• Occasionally perform scheduled maintenance or project work over evening and weekends

Technical Skills & Experience

Strong technical knowledge in the following areas:

• Advanced Windows domain administration and troubleshooting
• Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD
• Storage Area Networks (Nimble, Pure Storage)
• Public cloud platforms (Azure and AWS)
• Multi-factor authentication solutions (Microsoft Authenticator, DUO)
• Backup and recovery solutions (Veeam, MSP360, AWS)
• Core networking concepts including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls
• Citrix XenApp administration
• Identity and access management (Okta)
• Windows Server and Linux Server OS management
• Virtualisation platforms (VMware, Proxmox)
• Secure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast)
• PowerShell scripting
• Endpoint protection / Anti-Virus software (SentinelOne)
• VoIP systems and platforms (Cisco, Microsoft Teams)

Qualifications

• Bachelor’s degree or equivalent in professional experience
• Microsoft Certified preferred (AZ104, MSCE, Windows server admin)
• VMWare Certified beneficial (VCP VCA)
• Networking Certs beneficial
• Minimum 3-5 years’ experience in a Tier 2 / 3 support team or similar role
• MSP experience preferred
• Ability to work 8am-5pm CST Monday-Friday shift

Benefits of Working for Abacus

• Exposure to a diverse array of technologies.
• Internal opportunities for career advancement.
• Part of a team of experienced technicians that aim to deliver exceptional service
• Competitive compensation.
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO.
• Opportunities to further technical education through online courses.

Job Summary:
As Technician of Site Services , you will be a member of a Client Support Pod with the core goal of delivering white glove technical service to your Pod’s assigned client base. While your role’s primary focus is to physically service clients in their offices and home offices, all members of the Pod must be based in our London office or client sites 5 days a week. All members of the Pod must be willing to respond to email tickets, phone calls, remote support sessions and other forms of remote support as requested by their manager.

As a contributing member of a Support Pod, you will spend your time collaborating and communicating with clients, colleagues, and 3rd parties to resolve technical issues and implement new technological devices and services.

Responsibilities:
• Provide best in class technical support to our clients primarily onsite and additionally via phone, email and remote.
• Support and install all hardware at client sites, including but not limited to: Abacus infrastructure, workstations, printers, and peripherals.
• Effectively communicate with both clients and peers ensuring timely responses to client tickets.
• Record all work activities in a timesheet in our ticketing system (ConnectWise).
• Be one of the primary onsite resource for the UK Support team and build relationships with UK client users. Home visits to set-up or troubleshoot client equipment when necessary.
• Must be able to multi-task client issues when applicable.
• Document technical issues and take ownership of escalating issues to the appropriate resource.
• Must be amenable to occasional travel.
• Must meet the minimum standard for personal key performance indicators.
• Must contribute to the overall success of team mandated goals and key performance indicators.
• Must be flexible regarding duties and hours of work, there will be occasional requirements to work out of hours for client onboardings and other project work.

Requirements (Must Have):
• Incredible sense of pride and passion for what you do and a desire to help your teammates.
• Must be neat, organised, energetic, and show initiative.
• Minimum 3 years’ experience working for a Managed Service Provider (MSP) or in IT roles demonstrating excellent customer service and support.
• Support and provide expertise of the evolving Microsoft 365 suite of products, self-learning and self-training new products and services when applicable.
• Experience with advanced hardware troubleshooting and the installation of core Networking equipment.
• Ability to lift and work with heavy equipment up to 25KG (such as a UPS). 

Strong Technical Skills in the following areas:
• Create/Manage Active Directory accounts, groups & permissions
• Duo Security and other two factor authentication applications
• Microsoft Exchange Administration
• Azure Active Directory\Entra ID
• Troubleshoot hardware (video cards, USB & peripheral devices, Network appliances and drivers, etc.).
• Mobile device management technologies.
• Understanding of Networking fundamentals.
• VMware vSphere administration.
• Install, configure & manage print queues.
• Troubleshoot DNS, DHCP and TCP/IP issues.

Nice to Have:
• Managing or working in a multi-tenant environment.
• Experience working in Financial services.
• Microsoft certified.
• Ability to work through issues methodically.
• Experience administering Windows Server 2012 and above.
• Basic experience with policy management (Group Policy & Intune).

Schedule:
• Monday to Friday, 8 am to 5 pm.
• Out of hours on-call rotation for emergency onsite requirements.

Work Location:
• Based in Abacus UK office with visits to client offices.

The benefits package consists of:
• Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
• Gym discount
• Life insurance
• Comprehensive travel insurance for you and your family in line with scheme rules
• Confidential well-being and counselling support
• Competitive Compensation
• Contributory pension scheme
• Company events
• Private Medical and Dental Insurance

If you feel you have the necessary experience to go forward for this role, please apply now. We'd love to see your CV.

Job Overview:

As a Analyst, Enterprise Service Desk, you will play a crucial role in resolving technical issues for our Hedge Fund and Private Equity clients. As the first point of contact, you will respond to client issues, collaborate internally and externally to resolve issues, and provide exceptional white-glove service. While this is a client facing support position, it entails a broader and deeper technical skill set and stronger customer service skills than comparable positions within other organizations.

Responsibilities:

• Provide white-glove technical support to our clients via phone, email, and remote login
• Support client workstations (e.g., video cards, drivers), printers, and peripheral equipment (e.g., USB devices).
• Proactively and consistently communicate with clients and colleagues
• Accurately and promptly record all time in our ticketing system
• Proactively manage ticket queue
  • Ensure all ticket notes and statuses are up to date
  • Troubleshoot client issues and document all steps up through resolution
  • Effectively multi-task to manage workload
• Collaborate on improvement of operational effectiveness
• Document, take ownership of, and escalate issues
• Meet individual and team KPI targets
• Maintain flexibility with respect to work schedule and responsibilities

Skills:

• Excellent customer service skills.
• Ability to demonstrate empathy towards clients and colleagues.
• Prompt answering of emails, phone calls, and other communications.
• Assessment and prioritization of work in a fast-paced environment.
• Functioning at a high level under time constraints and pressure.
• Self-motivated, detail-oriented, and organized.
• Effective communication, interpersonal, organizational, and presentation skills, oral and written.
• Appropriate adaptation of communication for the audience (e.g., layperson vs. technical).
• Clear and concise identification, isolation, and escalation of hardware, software, network, and systems issues.
• Highly developed and process-oriented problem-solving skills.
• Knowledge of interconnectivity of O365 Services (e.g., Teams, SharePoint, OneDrive, Outlook).
• Continued proactive development of O365.
• Management of a multi-tenant environment.
• In-depth understanding of Microsoft Support Processes (e.g., opening tickets, troubleshooting).
• Management of Active Directory accounts, groups, and permissions.
• Duo Security and other MFA applications.
• Microsoft Exchange Administration.
• Management of Azure Active Directory.
• Management of O365 Admin Portal.
• Citrix XenApp
  • Publishing/Managing Citrix applications
  • Terminate hung sessions
  • Management of Citrix Director and Citrix Studio

• Management of MDM technologies (e.g., Intune).
• Analysis and resolution of disk space remediation, host down, and ISP alerts from monitoring tools (e.g., Nagios).
• Virtual server administration (e.g., VMware vSphere):
  • Resource (e.g., RAM, virtual drives, and CPU) management
  • GPO management
  • Troubleshooting of server performance issues
  • Server roles management
• Troubleshooting of DNS, DHCP, and TCP/IP issues.
• Print queue installation, configuration, and management.

Qualifications:

• High school diploma or equivalent required.
• 5+ years of experience in a related field.
• A degree or some college a plus.
• Technical licenses or training a plus.
• Ability to commute to Frisco office on a hybrid basis

The Benefits of Working for Abacus

• Exposure to a diverse array of technologies.
• Internal opportunities for career advancement.
• Part of a team of experienced technicians that aim to deliver exceptional service
• Competitive compensation.
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO.
• Opportunities to further technical education through online courses.
• Positive, friendly, and supportive office environment.
• Workplace perks including healthy snacks and team-building events.

Job Description

As a Client Experience Manager, you will be responsible for building and maintaining relationships with our clients. Using your thorough understanding of Abacus' processes, procedures, cybersecurity controls, and how our clients engage with those products, you will advise your clients on new products, identifying and progressing commercial opportunities where appropriate. In addition, the Client Experience Manager is responsible for gathering and analysing client intelligence, including feedback on service delivery, emerging challenges, and market trends. This insight will be used to continuously improve the client experience and inform enhancements to Abacus’ technology services and delivery model. We are looking for a candidate who exhibits technical acumen, excellent relationship-building skills, and the ability to identify additional revenue opportunities with their clients, helping Abacus maintain excellent service levels while growing our business.

Responsibilities (including, but not limited to, the following)

• Manage and facilitate recurring client engagement meetings to discuss service enhancements and / or existing support challenges.
• Manage portfolio of 30-40 clients primarily in Central London, meeting with our clients regularly, with some travel required.
• Ensure that all services consistently meet client expectations.
• Act as a client advocate to coordinate issue resolution across internal teams (e.g., Billing, Support).

• Identify and progress commercial opportunities (upsell / cross-sell) within your client portfolio.
• Learn all aspects of Client Experience Management (CXM) and the Abacus platform, service delivery model, partnerships, and related services.
• Actively capture and understand client challenges, concerns, and feedback, documenting and tracking them alongside key client experience metrics (including Net Promoter Score (NPS), Client Satisfaction Score (CSAT), engagement health, and client profitability) within Salesforce and other internal Abacus systems in alignment with team Standard Operating Procedures (SOPs).

• Provide continuous client education by developing a deep understanding of each client’s business, growth objectives, and operational health, ensuring Abacus services evolve alongside client needs.

• Handle regional CXM tickets and manage your own ticket queue.
• Update client data for the CXM team into Client Relationship Management (CRM) systems.
• Gather information for client presentations for the CXM team.

• Stay abreast of general changes in the alternative investment technology space.
• Recognise opportunities arising from operational challenges that clients face and present solutions to the Manager or Director of CXM.
• Provide training to clients on the use of the Abacus platform and client portal, ensuring adoption of features, best practices, and self-service capabilities. Provide occasional out-of-hours support when required (infrequent).
• Attend new business pitches when appropriate.

• Build strong, trust‑based relationships with clients while actively promoting the Abacus brand through client interactions, events, social networks, and industry forums, and identifying opportunities to upsell existing or introduce new Abacus products where appropriate.

Skills

• Proven success managing and developing client accounts within the financial services and / or technology fields preferred.
• Demonstrated ability to build strong, sustainable relationships with new and existing clients. 
• High emotional intelligence with a client‑first mindset, enabling the development of long‑term, trusted client relationships.
• Ability to work cross-functionally with internal teams, including but not limited to client support, engineering and project management.
• Ability to assess and prioritise work in a fast-paced environment.
• Ability to function at a high level under pressure or with short deadlines.
• Self-motivated and detail-oriented.
• Excellent communication (oral and written), interpersonal, organisational, and presentation skills.
• Strong judgment and decision-making abilities.
• Ability to think creatively and respond effectively in real time is advantageous.
• Positive attitude and collaborative, team-oriented approach.
• Organised, analytical and thorough.

• Understanding of cybersecurity concepts such as phishing simulations, penetration testing, vulnerability scanning, security information and event management (SIEM), email security, endpoint protection, and mobile device management (MDM).
• Some understanding of client / server technologies (e.g. Microsoft Entra ID (Azure AD), Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), etc.).

• Some technical knowledge in the following areas would be helpful:
  • Understanding public vs hybrid infrastructure models
  • Active Directory
  • Multi-Factor Authentication technologies

• Microsoft Exchange & Microsoft Office 365 suite
• Microsoft Mobile Device Management (MDM) / Mobile Application Management (MAM)
• Familiarity with networking
• AI-enabled tools and automation concepts in service delivery
• Email security and spam filtering technologies
• Single Sign-On (SSO)

• Varonis
• KnowBe4

Qualifications

• Bachelor’s Degree is preferred.

• 5+ years of Client Experience Management / Client Relationship Management / Client Success Management / Account Management experience (advanced technology concepts & financial services) is required.

• Hands-on technical experience is preferable.
• Advanced technology concepts and financial services experience strongly preferred.
• Proficiency with Salesforce and ServiceNow is preferred.
• Hybrid schedule required (3 days in the office in Central London, meeting with clients in person).

 What you can Expect:

• Great annual leave entitlement plus bank holidays
• Gym discount
• Life insurance
• Comprehensive travel insurance for you and your family in line with scheme rules
• Confidential well-being and counselling support
• Competitive compensation
• Commission eligible
• Contributory pension scheme
• Company events
• Private Medical and Dental Insurance
• Fantastic company culture and values

Job Description

As an Associate Client Experience Manager, you will be responsible for building and maintaining relationships with our clients. Using your thorough understanding of Abacus' processes, procedures, cybersecurity controls, and how our clients engage with those products, you will advise your clients on new products, identifying and progressing commercial opportunities where appropriate. In addition, the Associate Client Experience Manager is responsible for gathering and analysing client intelligence, including feedback on service delivery, emerging challenges, and market trends. This insight will be used to continuously improve the client experience and inform enhancements to Abacus’ technology services and delivery model. We are looking for a candidate who exhibits technical acumen, excellent relationship-building skills, and the ability to identify additional revenue opportunities with their clients, helping Abacus maintain excellent service levels while growing our business.

Responsibilities (including, but not limited to):

• Manage and facilitate recurring client engagement to discuss service enhancements and / or existing support challenges.
• Manage portfolio of clients connecting with our clients regularly.
• Ensure that all services consistently meet client expectations.
• Act as a client advocate to coordinate issue resolution across internal teams (e.g., Billing, Support).

• Identify and progress commercial opportunities (upsell / cross-sell) within your client portfolio.
• Learn all aspects of Client Experience Management (CXM) and the Abacus platform, service delivery model, partnerships, and related services.
• Actively capture and understand client challenges, concerns, and feedback, documenting and tracking them alongside key client experience metrics (including Net Promoter Score (NPS), Client Satisfaction Score (CSAT), engagement health, and client profitability) within Salesforce and other internal Abacus systems in alignment with team Standard Operating Procedures (SOPs).

• Provide continuous client education by developing a deep understanding of each client’s business, growth objectives, and operational health, ensuring Abacus services evolve alongside client needs.

• Handle regional CXM tickets and manage your own ticket queue.
• Update client data for the CXM team into Client Relationship Management (CRM) systems.
• Gather information for client presentations for the CXM team.

• Stay abreast of general changes in the alternative investment technology space.
• Recognise opportunities arising from operational challenges that clients face and present solutions to the Manager or Director of CXM.
• Provide training to clients on the use of the Abacus platform and client portal, ensuring adoption of features, best practices, and self-service capabilities. Provide occasional out-of-hours support when required (infrequent).
• Attend new business pitches when appropriate.

• Build strong, trust‑based relationships with clients while actively promoting the Abacus brand through client interactions, events, social networks, and industry forums, and identifying opportunities to upsell existing or introduce new Abacus products where appropriate.

Skills

• Proven success managing and developing client accounts within the financial services and / or technology fields preferred.
• Demonstrated ability to build strong, sustainable relationships with new and existing clients. 
• High emotional intelligence with a client‑first mindset, enabling the development of long‑term, trusted client relationships.
• Ability to work cross-functionally with internal teams, including but not limited to client support, engineering and project management.
• Ability to assess and prioritise work in a fast-paced environment.
• Ability to function at a high level under pressure or with short deadlines.
• Self-motivated and detail-oriented.
• Excellent communication (oral and written), interpersonal, organisational, and presentation skills.
• Strong judgment and decision-making abilities.
• Ability to think creatively and respond effectively in real time is advantageous.
• Positive attitude and collaborative, team-oriented approach.
• Organised, analytical and thorough.

• Understanding of cybersecurity concepts such as phishing simulations, penetration testing, vulnerability scanning, security information and event management (SIEM), email security, endpoint protection, and mobile device management (MDM).
• Some understanding of client / server technologies (e.g. Microsoft Entra ID (Azure AD), Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), etc.).

• Some technical knowledge in the following areas would be helpful:
  • Understanding public vs hybrid infrastructure models
  • Active Directory
  • Multi-Factor Authentication technologies

• Microsoft Exchange & Microsoft Office 365 suite
• Microsoft Mobile Device Management (MDM) / Mobile Application Management (MAM)
• Familiarity with networking
• AI-enabled tools and automation concepts in service delivery
• Email security and spam filtering technologies
• Single Sign-On (SSO)

• Varonis
• KnowBe4

Qualifications

• Bachelor’s Degree is preferred.

• 2+ years of Client Experience Management / Client Relationship Management / Client Success Management / Account Management experience (advanced technology concepts & financial services) is required.

• Hands-on technical experience is preferred.
• Advanced technology concepts and financial services experience strongly preferred.
• Knowledge of Salesforce and ServiceNow is preferred.
• Hybrid schedule required (three days in in our Kent Office).

 What you can Expect:

• Great annual leave entitlement plus bank holidays
• Gym discount
• Life insurance
• Comprehensive travel insurance for you and your family in line with scheme rules
• Confidential well-being and counselling support
• Competitive compensation
• Commission eligible
• Contributory pension scheme
• Company events
• Private Medical and Dental Insurance
• Fantastic company culture and values

Job Summary:

The CXM will be responsible for building and maintaining strong relationships with our clients, ensuring they derive maximum value from our products and services, and driving client satisfaction and retention. This role requires a proactive approach to problem-solving, a customer-first mindset, and the ability to work cross-functionally with internal teams. The Client Experience Manager is the communication liaison for clients. They must effectively manage client needs, expectations and quickly resolve client issues.

Duties and Responsibilities:

• Act as the primary point of contact for assigned customers, establish and maintain relationships with key decision makers, and guide them through onboarding, adoption, and ongoing support.
• Conduct regular business reviews (Client Success Plans) to develop a deep understanding of the clients technical stack and business objectives.
• Identify and communicate opportunities for the client to successfully consume Abacus's products and services and provide tailored solutions that align with their needs.
• Own day-to-day pipeline management, including lead tracking, qualification, follow-ups, and deal progression from initial contact through close.
• Proactively schedule and conduct in-person client meetings, when feasible, to strengthen relationships, understand client needs, and drive deal progression.
• Advocate for the client by collaborating with internal teams to address issues, share feedback, and improve the customer experience.
• Provide timely action and responses to ad-hoc client requests and questions related to service offerings, products, projects, and billing.
• Handle escalations effectively, ensuring timely resolution of client concerns while maintaining strong relationships.
• Identifies at-risk client relationships and collaborate with internal team to identify issues and implement solutions and "get well" plans to remedy client concerns.
• This is a hybrid role requiring 2-3 days per week in an office location as determined by the business and organizational needs.
• All other duties assigned.

Qualifications and Experience:

• Associate's Degree in Computer Science or similar preferred.
• 3-5+ Years in Customer Success, IT, or technical account management required.

Knowledge, Skills, and Abilities:

• Exceptional communication, presentation, and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to manage multiple clients and prioritize tasks in a fast-paced environment.
• MSP, IT or Technical Support experience.
• Understanding of backup/disaster recovery concepts.
• Familiarity with cloud and cybersecurity services(Azure, AWS, etc.) and regulatory compliance.
• Possesses a solid understanding of networking fundamentals, including firewalls, switches, routers, access points, and Wi-Fi systems. Demonstrates the ability to explain, and guide clients through networking discussions.
• Advanced understanding of IT service management frameworks and deep knowledge of MSP service delivery models.
• Strong cross-functional team coordination skills.
• Strategies for addressing and resolving client concerns effectively while maintaining relationships.
• Taking responsibility for client outcomes and following through on commitments.
• Demonstrated ability to build trust and rapport with clients at all levels of an organization.
• Principles and practices of relationship management, client lifecycle, and retention strategies.
• Experience with MSA or Support ticketing systems (ConnectWise, Autotask, Service Now, JIRA, Salesforce).

Attributes That Will Drive Success:

• Time management mastery.
• Ability to learn and retain new technology and skills, team player, maintain calm and present yourself professionally in high stress situations.
• Strong communication skills to deliver prompt responses while demonstrating a high level of ownership over the issue.
• Service excellence dedication.
• Initiative-taking approach.
• Process improvement orientation.
• Account management, sales or client negotiating skills.
• Alignment with Abacus’s core values of Act with Integrity, Work and Win Together, Keep Learning and Growing, Turn Disruption into Direction

Job Summary:

The CXM will be responsible for building and maintaining strong relationships with our clients, ensuring they derive maximum value from our products and services, and driving client satisfaction and retention. This role requires a proactive approach to problem-solving, a customer-first mindset, and the ability to work cross-functionally with internal teams. The Client Experience Manager is the communication liaison for clients. They must effectively manage client needs, expectations and quickly resolve client issues.

Duties and Responsibilities:

• Act as the primary point of contact for assigned customers, establish and maintain relationships with key decision makers, and guide them through onboarding, adoption, and ongoing support.
• Conduct regular business reviews (Client Success Plans) to develop a deep understanding of the clients technical stack and business objectives.
• Identify and communicate opportunities for the client to successfully consume Abacus's products and services and provide tailored solutions that align with their needs.
• Own day-to-day pipeline management, including lead tracking, qualification, follow-ups, and deal progression from initial contact through close.
• Proactively schedule and conduct in-person client meetings, when feasible, to strengthen relationships, understand client needs, and drive deal progression.
• Advocate for the client by collaborating with internal teams to address issues, share feedback, and improve the customer experience.
• Provide timely action and responses to ad-hoc client requests and questions related to service offerings, products, projects, and billing.
• Handle escalations effectively, ensuring timely resolution of client concerns while maintaining strong relationships.
• Identifies at-risk client relationships and collaborate with internal team to identify issues and implement solutions and "get well" plans to remedy client concerns.
• This is a hybrid role requiring 2-3 days per week in an office location as determined by the business and organizational needs.
• All other duties assigned.

Qualifications and Experience:

• Associate's Degree in Computer Science or similar preferred.
• 3-5+ Years in Customer Success, IT, or technical account management required.

Knowledge, Skills, and Abilities:

• Exceptional communication, presentation, and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to manage multiple clients and prioritize tasks in a fast-paced environment.
• MSP, IT or Technical Support experience.
• Understanding of backup/disaster recovery concepts.
• Familiarity with cloud and cybersecurity services(Azure, AWS, etc.) and regulatory compliance.
• Possesses a solid understanding of networking fundamentals, including firewalls, switches, routers, access points, and Wi-Fi systems. Demonstrates the ability to explain, and guide clients through networking discussions.
• Advanced understanding of IT service management frameworks and deep knowledge of MSP service delivery models.
• Strong cross-functional team coordination skills.
• Strategies for addressing and resolving client concerns effectively while maintaining relationships.
• Taking responsibility for client outcomes and following through on commitments.
• Demonstrated ability to build trust and rapport with clients at all levels of an organization.
• Principles and practices of relationship management, client lifecycle, and retention strategies.
• Experience with MSA or Support ticketing systems (ConnectWise, Autotask, Service Now, JIRA, Salesforce).

Attributes That Will Drive Success:

• Time management mastery.
• Ability to learn and retain new technology and skills, team player, maintain calm and present yourself professionally in high stress situations.
• Strong communication skills to deliver prompt responses while demonstrating a high level of ownership over the issue.
• Service excellence dedication.
• Initiative-taking approach.
• Process improvement orientation.
• Account management, sales or client negotiating skills.
• Alignment with Abacus’s core values of Act with Integrity, Work and Win Together, Keep Learning and Growing, Turn Disruption into Direction

Salary DOE: 100k+commission

Overview

The Virtual Technology Executive (VTE) serves as a strategic technology advisor and trusted partner to Abacus clients across the financial services sector, including hedge funds, private equity firms, venture capital firms, family offices, and asset managers.

Operating at the intersection of technology, cybersecurity, data, regulatory compliance, and business strategy, the VTE aligns Abacus’ platform and services with each client’s investment operations, growth objectives, risk posture, and compliance obligations.

This role is designed for environments where technology performance, uptime, data integrity, security, and regulatory adherence directly impact financial outcomes and organizational risk. The VTE provides executive-level guidance to ensure clients can operate with speed, confidence, and resilience in highly competitive and highly regulated markets.

As part of Abacus’ evolving operating model, the VTE also helps clients navigate emerging technologies, including AI, by identifying practical opportunities, ensuring responsible and compliant adoption, and aligning initiatives to business value and regulatory expectations.

The Virtual Technology Executive ensures that technology, cybersecurity, data, and compliance—along with emerging capabilities such as AI—are aligned to drive measurable business outcomes, operational resilience, and long-term competitive advantage for our clients.

Role Objectives

• Align technology strategy with investment performance, firm growth, and regulatory requirements
• Ensure secure, scalable, and high-performing environments for clients
• Act as the executive interface between client leadership, and Abacus delivery teams
• Drive adoption and optimization of the Abacus platform (IT, Cyber, Infrastructure, Data) in alignment with regulatory and audit expectations
• Identify opportunities for efficiency, risk reduction, compliance maturity, and innovation

Key Responsibilities

1. Strategic Advisory & Client Leadership

• Serve as a CIO / CTO level advisor to financial services clients
• Develop and maintain technology roadmaps aligned to client business objectives
• Translate complex technology concepts into business and financial impact
• Guide executive stakeholders (CIO, COO, CFO, Partners) on:
• Technology investments
• Risk management strategies
• Operational scalability

1. Financial Services Technology Expertise

• Advise on and support environments including:
• Portfolio Management Systems (PMS)
• Order Management Systems (OMS)
• Market data platforms (Bloomberg, FactSet, etc.)
• Fund accounting and investor reporting systems
• Understand and optimize:
• Trade lifecycle workflows
• Deal lifecycle (private equity)
• Data flows and dependencies across systems

1. Infrastructure, Performance & Availability

• Ensure high availability and performance of mission-critical systems
• Guide clients on:
• Cloud strategy and infrastructure design
• Performance optimization and scalability
• Global connectivity and office expansion
• Define and align Business Continuity and Disaster Recovery (BCDR) strategies with operational risk tolerance (RTO/RPO)

1. Cybersecurity & Risk Management

• Advise on cybersecurity strategies aligned to financial industry risks
• Ensure alignment with:
• SEC and regulatory expectations
• SOC 2, NIST, ISO frameworks
• Promote a risk-based approach to technology decision-making, including emerging risks associated with new technologies

1. Data Strategy & Emerging Technology

• Guide clients in developing modern, well-governed data environments to support:
• Investment decision-making
• Reporting and analytics
• Identify opportunities to improve:
• Data accessibility
• Operational efficiency
• Insight generation
• Advise on practical applications of emerging technologies, including AI, ensuring alignment with business objectives, data governance, and security requirements

1. Vendor & Platform Strategy

• Evaluate and rationalize client technology stack, including:
• Market data providers
• Trading and fund platforms
• Security and infrastructure vendors
• Support vendor selection and cost optimization
• Provide guidance on emerging technology vendors (including AI-related solutions) to ensure alignment with security, scalability, and business value
• Ensure alignment to Abacus’ standardized platform for scalability and margin optimization

1. Client Success & Relationship Management

• Build and maintain trusted, long-term executive relationships
• Collaborate with CXMs to lead Business Reviews and strategic planning sessions, ensuring alignment between client goals, technology strategy, and delivered outcomes
• Partner with CXMs to proactively identify, escalate, and remediate at-risk client relationships
• Work jointly with CXMs to ensure clients achieve measurable value, drive adoption of services, and become strong advocates for Abacus

1. Operational Alignment & Continuous Improvement

• Partner cross-functionally with all internal stakeholders to align strategy to execution and ensure positive, measurable client outcomes, working closely with teams across Solution Design, Client Success, Service Delivery, Sales, Operations, and Finance.
• Ensure alignment between strategy and execution
• Analyze service trends to identify:
• Efficiency opportunities
• Cost optimization
• Service improvements
• Contribute to continuous feedback loops that refine both client outcomes and Abacus service delivery

Qualifications & Experience

Required Experience

• 7+ years in a technology leadership, consulting, or advisory role
• Experience supporting financial services firms (hedge funds, private equity, asset management, or similar)
• Proven experience working with C-level stakeholders

Preferred Experience

• Background in a financial services-focused MSP or consulting firm
• Experience with capital markets technology ecosystems
• Exposure to cloud-first infrastructure environments
• Familiarity with data analytics, automation, or AI-enabled business tools

Education

• Bachelor’s degree in Information Technology, Business, Finance, or related field preferred

Knowledge, Skills, and Abilities

Industry & Technical Expertise

• Strong understanding of:
• Financial services operating models
• Trading and investment workflows
• Data sensitivity and confidentiality requirements (MNPI)
• Knowledge of modern IT environments including:
• Cloud platforms
• Cybersecurity frameworks
• Enterprise applications

Strategic & Business Acumen

• Ability to connect technology decisions to:
• Business performance
• Risk exposure
• Financial outcomes
• Ability to evaluate emerging technologies pragmatically, focusing on real business impact over hype

Communication & Executive Presence

• Exceptional ability to communicate with:
• Executives and investment professionals
• Technical and non-technical stakeholders
• Strong presentation and storytelling capabilities

Relationship Management

• Proven ability to build trust and influence at senior levels
• Strong negotiation and vendor management skills

Operational Discipline

• Strong time management and prioritization
• Ability to operate in high-pressure, time-sensitive environments
• Commitment to documentation, process adherence, and continuous improvement

Success Profile

The successful VTE will:

• Think like a business leader, not just a technologist
• Understand how technology impacts investment performance
• Operate with a strong sense of urgency, precision, and accountability
• Balance innovation with governance, particularly when introducing emerging technologies
• Act as a force multiplier across clients and internal teams

Benefits of Working for Abacus:

• Exposure to diverse array of technologies
• Part of a team of experienced colleagues who aim to deliver exceptional service
• Competitive compensation
• Performance bonus
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Opportunities to further technical education through online courses
• Positive, friendly, supportive work environment

Salary: 125-175k DOE + performance bonus

Overview

The Virtual Technology Executive (VTE) serves as a strategic technology advisor and trusted partner to Abacus clients across the financial services sector, including hedge funds, private equity firms, venture capital firms, family offices, and asset managers.

Operating at the intersection of technology, cybersecurity, data, regulatory compliance, and business strategy, the VTE aligns Abacus’ platform and services with each client’s investment operations, growth objectives, risk posture, and compliance obligations.

This role is designed for environments where technology performance, uptime, data integrity, security, and regulatory adherence directly impact financial outcomes and organizational risk. The VTE provides executive-level guidance to ensure clients can operate with speed, confidence, and resilience in highly competitive and highly regulated markets.

As part of Abacus’ evolving operating model, the VTE also helps clients navigate emerging technologies, including AI, by identifying practical opportunities, ensuring responsible and compliant adoption, and aligning initiatives to business value and regulatory expectations.

The Virtual Technology Executive ensures that technology, cybersecurity, data, and compliance—along with emerging capabilities such as AI—are aligned to drive measurable business outcomes, operational resilience, and long-term competitive advantage for our clients.

Role Objectives

• Align technology strategy with investment performance, firm growth, and regulatory requirements
• Ensure secure, scalable, and high-performing environments for clients
• Act as the executive interface between client leadership, and Abacus delivery teams
• Drive adoption and optimization of the Abacus platform (IT, Cyber, Infrastructure, Data) in alignment with regulatory and audit expectations
• Identify opportunities for efficiency, risk reduction, compliance maturity, and innovation

Key Responsibilities

1. Strategic Advisory & Client Leadership

• Serve as a CIO / CTO level advisor to financial services clients
• Develop and maintain technology roadmaps aligned to client business objectives
• Translate complex technology concepts into business and financial impact
• Guide executive stakeholders (CIO, COO, CFO, Partners) on:
• Technology investments
• Risk management strategies
• Operational scalability

1. Financial Services Technology Expertise

• Advise on and support environments including:
• Portfolio Management Systems (PMS)
• Order Management Systems (OMS)
• Market data platforms (Bloomberg, FactSet, etc.)
• Fund accounting and investor reporting systems
• Understand and optimize:
• Trade lifecycle workflows
• Deal lifecycle (private equity)
• Data flows and dependencies across systems

1. Infrastructure, Performance & Availability

• Ensure high availability and performance of mission-critical systems
• Guide clients on:
• Cloud strategy and infrastructure design
• Performance optimization and scalability
• Global connectivity and office expansion
• Define and align Business Continuity and Disaster Recovery (BCDR) strategies with operational risk tolerance (RTO/RPO)

1. Cybersecurity & Risk Management

• Advise on cybersecurity strategies aligned to financial industry risks
• Ensure alignment with:
• SEC and regulatory expectations
• SOC 2, NIST, ISO frameworks
• Promote a risk-based approach to technology decision-making, including emerging risks associated with new technologies

1. Data Strategy & Emerging Technology

• Guide clients in developing modern, well-governed data environments to support:
• Investment decision-making
• Reporting and analytics
• Identify opportunities to improve:
• Data accessibility
• Operational efficiency
• Insight generation
• Advise on practical applications of emerging technologies, including AI, ensuring alignment with business objectives, data governance, and security requirements

1. Vendor & Platform Strategy

• Evaluate and rationalize client technology stack, including:
• Market data providers
• Trading and fund platforms
• Security and infrastructure vendors
• Support vendor selection and cost optimization
• Provide guidance on emerging technology vendors (including AI-related solutions) to ensure alignment with security, scalability, and business value
• Ensure alignment to Abacus’ standardized platform for scalability and margin optimization

1. Client Success & Relationship Management

• Build and maintain trusted, long-term executive relationships
• Collaborate with CXMs to lead Business Reviews and strategic planning sessions, ensuring alignment between client goals, technology strategy, and delivered outcomes
• Partner with CXMs to proactively identify, escalate, and remediate at-risk client relationships
• Work jointly with CXMs to ensure clients achieve measurable value, drive adoption of services, and become strong advocates for Abacus

1. Operational Alignment & Continuous Improvement

• Partner cross-functionally with all internal stakeholders to align strategy to execution and ensure positive, measurable client outcomes, working closely with teams across Solution Design, Client Success, Service Delivery, Sales, Operations, and Finance.
• Ensure alignment between strategy and execution
• Analyze service trends to identify:
• Efficiency opportunities
• Cost optimization
• Service improvements
• Contribute to continuous feedback loops that refine both client outcomes and Abacus service delivery

Qualifications & Experience

Required Experience

• 7+ years in a technology leadership, consulting, or advisory role
• Experience supporting financial services firms (hedge funds, private equity, asset management, or similar)
• Proven experience working with C-level stakeholders

Preferred Experience

• Background in a financial services-focused MSP or consulting firm
• Experience with capital markets technology ecosystems
• Exposure to cloud-first infrastructure environments
• Familiarity with data analytics, automation, or AI-enabled business tools

Education

• Bachelor’s degree in Information Technology, Business, Finance, or related field preferred

Knowledge, Skills, and Abilities

Industry & Technical Expertise

• Strong understanding of:
• Financial services operating models
• Trading and investment workflows
• Data sensitivity and confidentiality requirements (MNPI)
• Knowledge of modern IT environments including:
• Cloud platforms
• Cybersecurity frameworks
• Enterprise applications

Strategic & Business Acumen

• Ability to connect technology decisions to:
• Business performance
• Risk exposure
• Financial outcomes
• Ability to evaluate emerging technologies pragmatically, focusing on real business impact over hype

Communication & Executive Presence

• Exceptional ability to communicate with:
• Executives and investment professionals
• Technical and non-technical stakeholders
• Strong presentation and storytelling capabilities

Relationship Management

• Proven ability to build trust and influence at senior levels
• Strong negotiation and vendor management skills

Operational Discipline

• Strong time management and prioritization
• Ability to operate in high-pressure, time-sensitive environments
• Commitment to documentation, process adherence, and continuous improvement

Success Profile

The successful VTE will:

• Think like a business leader, not just a technologist
• Understand how technology impacts investment performance
• Operate with a strong sense of urgency, precision, and accountability
• Balance innovation with governance, particularly when introducing emerging technologies
• Act as a force multiplier across clients and internal teams

Benefits of Working for Abacus:

• Exposure to diverse array of technologies
• Part of a team of experienced colleagues who aim to deliver exceptional service
• Competitive compensation
• Performance bonus
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Opportunities to further technical education through online courses
• Positive, friendly, supportive work environment

Salary: 125-175k DOE + performance bonus

Job Summary:  

As a Sr. Client Technology Management Engineer, you will bring a solid background in current technologies, working as a direct point of contact for our clients to address their business needs through technology. You will act as a Senior Engineering resource when interfacing with assigned clients, providing guidance to address complex architectural and technological challenges. To join our team you should be a critical thinker, attentive to the needs of our clients, and be capable of articulating technology to audiences with varying degrees of technical knowledge. Our ideal candidate will also have familiarity with the alternative investment industry, specifically hedge funds, private equity, venture capital, family office, etc. 

Responsibilities (including, but not limited to the following):  

• Address ongoing issues and provide solutions for clients that improve the overall platform 
• Work directly with client approvers to identity a wide range of technical pain points and either resolve through existing technology, or research and identify alternate options to meet their business needs 
• Work with vendors and coordinate on escalated issues internally in a timely fashion  
• Ownership and follow up of pending issues to resolution  
• Tailor technology to adapt to client-specific business requirements
• Root cause analysis of systemic issues for clients
• Evaluate and deliver 3rd-party software integrations not currently resold/supported by Abacus
• Collaborate with other Senior Engineering and Cloud Architect team members to deliver solutions to clients
• Note common client requests as potential product and platform enhancement opportunities

Skills  

• Must be able to articulate complex technologies to a broad audience 
• Ability to deliver bespoke technology solutions for clients 
• Ability to work under pressure and with short deadlines   
• Highly logical thinker and skilled in identifying root cause 
• Must have availability to occasionally work nights and some weekends   
• Strong multidisciplinary background in IT Infrastructure 
• Strong technical skills with public cloud, such as Office 365 and Azure in particular preferred
• Strong technical skills Windows Server Technologies, including Active Directory 
• Strong technical skills in Exchange Online preferred

Qualifications  

• Minimum 3-4 years' experience in a client facing technology position 
• Minimum 5-10  years’ experience in an system engineering position  
• Experience in the financial sector a plus 
• Experience working at an MSP a plus
• Certifications a plus (MCSE, MCAA, VCP, CCP) 
• Ability to work EST hours preferred 

The Benefits of Working for Abacus:  

• Competitive compensation  
• Exposure to diverse array of technologies  
• Part of a supportive, friendly team of experienced technicians that aim to deliver exceptional service  
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO  
• Opportunities to further technical education through online courses and Employee Certification Program

This position requires current U.S. work authorization. The company is unable to sponsor or assume sponsorship of an employment visa at this time.

Job Summary:

Overview

As a Solutions Architect within our Healthcare Business Unit, you will play a critical role in enabling growth by supporting new logo acquisition and existing client expansion. You will partner closely with go-to-market teams to design, position, and articulate secure, scalable technology solutions that healthcare organizations trust to run and protect their clinical and business operations.

This role sits at the intersection of sales strategy, technical architecture, and client trust. Healthcare clients rely on us not just for technology, but for guidance in navigating risk, compliance, and operational complexity. As a Solutions Architect, you will help translate those challenges into practical, differentiated managed and professional services and security solutions.

You will serve as a trusted technical advisor throughout the pre-sales and early delivery lifecycle—bringing structure, clarity, and confidence to prospects and clients while ensuring internal teams are aligned for successful execution.

Role and Responsibilities

Go-To-Market & Pre-Sales Enablement

• Partner with sales and go-to-market teams on strategic opportunities, including new logo pursuits and client expansions.
• Act as the primary technical lead during the pre-sales process, from discovery and scoping through solution design and proposal support.
• Support and, when appropriate, lead client presentations, solution walk-throughs, and sales pitches.
• Ensure proposed solutions are technically sound, operationally deliverable, and aligned with healthcare compliance and security requirements.

Client Engagement & Trust Building

• Build strong relationships with healthcare prospects and clients, including clinical, IT, security, and executive stakeholders.
• Translate business, clinical, and regulatory requirements into clear, actionable solution architectures.
• Participate in client QBRs and strategic discussions to identify unmet needs and expansion opportunities.
• Reinforce our role as a trusted advisor, not just a service provider.

Solution Design & Differentiation

• Design end-to-end managed IT and cybersecurity solutions tailored to healthcare environments.
• Collaborate with engineering, service delivery, and product teams to ensure solutions align with standard offerings and delivery capabilities.
• Contribute to the evolution of the healthcare solution portfolio by identifying gaps, patterns, and opportunities for differentiation.

Intellectual Property & Enablement

• Develop and maintain intellectual property including reference architectures, methodologies, accelerators, and solution frameworks.
• Help standardize how solutions are positioned and explained to improve consistency across the sales organization.
• Support internal enablement efforts by sharing lessons learned, best practices, and repeatable patterns.

Sales-to-Delivery Alignment

• Provide continuity from pre-sales into early delivery to ensure smooth handoff and successful execution.
• Validate scope, assumptions, and success criteria prior to contract close.
• Support delivery teams during initial implementation phases as needed to ensure outcomes align with expectations.

Objectives

• Enable consistent, high-quality solution design for healthcare prospects and clients.
• Improve win rates and deal quality through strong technical leadership in the sales cycle.
• Increase expansion revenue by uncovering and articulating additional client needs.
• Strengthen client trust by ensuring solutions are realistic, secure, and aligned with healthcare regulations.
• Contribute to a scalable, repeatable go-to-market motion across the Healthcare Business Unit.

Success Metrics

Success in this role will be measured by:

• Contribution to new logo wins and expansion opportunities
• Sales cycle effectiveness and quality of solution scoping
• Client and internal stakeholder feedback
• Reduction in delivery friction due to improved pre-sales alignment
• Adoption and reuse of solution frameworks and IP
• Healthcare-specific solution differentiation and consistency

Qualifications

• 6+ years of experience in IT managed services, healthcare IT, or cybersecurity environments.
• Prior experience as a Solutions Architect, Pre-Sales Engineer, or Sales Engineer within an MSP, MSSP, or healthcare-focused technology firm.
• Strong understanding of healthcare IT environments and regulatory considerations (e.g., HIPAA, security best practices).
• Demonstrated experience supporting the full sales-to-delivery lifecycle, from discovery through handoff.
• Hands-on knowledge across several of the following areas:
• Endpoint and device management
• Microsoft 365 and Azure cloud services
• Identity and access management
• Vulnerability, threat, and security operations (SIEM, XDR, MDR)
• Server, application, and cloud security
• Ability to communicate complex technical concepts clearly to both technical and non-technical audiences.
• Comfortable presenting to senior executives, clinicians, and IT leaders.

Why This Role Matters

Healthcare organizations depend on technology to deliver patient care safely and efficiently. The Solutions Architect plays a pivotal role in ensuring that trust—by designing solutions that are secure, compliant, operationally sound, and aligned with real-world healthcare needs.

This role offers the opportunity to directly influence growth, client outcomes, and the evolution of our healthcare-focused managed services portfolio.

Compensation & Benefits

• Competitive base salary
• Target performance-based bonus
• Comprehensive benefits package including medical, dental, vision, disability, life insurance, 401(k), and PTO
• Exposure to a broad range of healthcare technologies and security platforms
• Ongoing technical training and professional development opportunities
• Collaborative, high-performance team environment focused on client outcomes

Salary: 150-175k OTE

Job Summary:

Overview

As a Solutions Architect within our Healthcare Business Unit, you will play a critical role in enabling growth by supporting new logo acquisition and existing client expansion. You will partner closely with go-to-market teams to design, position, and articulate secure, scalable technology solutions that healthcare organizations trust to run and protect their clinical and business operations.

This role sits at the intersection of sales strategy, technical architecture, and client trust. Healthcare clients rely on us not just for technology, but for guidance in navigating risk, compliance, and operational complexity. As a Solutions Architect, you will help translate those challenges into practical, differentiated managed and professional services and security solutions.

You will serve as a trusted technical advisor throughout the pre-sales and early delivery lifecycle—bringing structure, clarity, and confidence to prospects and clients while ensuring internal teams are aligned for successful execution.

Role and Responsibilities

Go-To-Market & Pre-Sales Enablement

• Partner with sales and go-to-market teams on strategic opportunities, including new logo pursuits and client expansions.
• Act as the primary technical lead during the pre-sales process, from discovery and scoping through solution design and proposal support.
• Support and, when appropriate, lead client presentations, solution walk-throughs, and sales pitches.
• Ensure proposed solutions are technically sound, operationally deliverable, and aligned with healthcare compliance and security requirements.

Client Engagement & Trust Building

• Build strong relationships with healthcare prospects and clients, including clinical, IT, security, and executive stakeholders.
• Translate business, clinical, and regulatory requirements into clear, actionable solution architectures.
• Participate in client QBRs and strategic discussions to identify unmet needs and expansion opportunities.
• Reinforce our role as a trusted advisor, not just a service provider.

Solution Design & Differentiation

• Design end-to-end managed IT and cybersecurity solutions tailored to healthcare environments.
• Collaborate with engineering, service delivery, and product teams to ensure solutions align with standard offerings and delivery capabilities.
• Contribute to the evolution of the healthcare solution portfolio by identifying gaps, patterns, and opportunities for differentiation.

Intellectual Property & Enablement

• Develop and maintain intellectual property including reference architectures, methodologies, accelerators, and solution frameworks.
• Help standardize how solutions are positioned and explained to improve consistency across the sales organization.
• Support internal enablement efforts by sharing lessons learned, best practices, and repeatable patterns.

Sales-to-Delivery Alignment

• Provide continuity from pre-sales into early delivery to ensure smooth handoff and successful execution.
• Validate scope, assumptions, and success criteria prior to contract close.
• Support delivery teams during initial implementation phases as needed to ensure outcomes align with expectations.

Objectives

• Enable consistent, high-quality solution design for healthcare prospects and clients.
• Improve win rates and deal quality through strong technical leadership in the sales cycle.
• Increase expansion revenue by uncovering and articulating additional client needs.
• Strengthen client trust by ensuring solutions are realistic, secure, and aligned with healthcare regulations.
• Contribute to a scalable, repeatable go-to-market motion across the Healthcare Business Unit.

Success Metrics

Success in this role will be measured by:

• Contribution to new logo wins and expansion opportunities
• Sales cycle effectiveness and quality of solution scoping
• Client and internal stakeholder feedback
• Reduction in delivery friction due to improved pre-sales alignment
• Adoption and reuse of solution frameworks and IP
• Healthcare-specific solution differentiation and consistency

Qualifications

• 6+ years of experience in IT managed services, healthcare IT, or cybersecurity environments.
• Prior experience as a Solutions Architect, Pre-Sales Engineer, or Sales Engineer within an MSP, MSSP, or healthcare-focused technology firm.
• Strong understanding of healthcare IT environments and regulatory considerations (e.g., HIPAA, security best practices).
• Demonstrated experience supporting the full sales-to-delivery lifecycle, from discovery through handoff.
• Hands-on knowledge across several of the following areas:
• Endpoint and device management
• Microsoft 365 and Azure cloud services
• Identity and access management
• Vulnerability, threat, and security operations (SIEM, XDR, MDR)
• Server, application, and cloud security
• Ability to communicate complex technical concepts clearly to both technical and non-technical audiences.
• Comfortable presenting to senior executives, clinicians, and IT leaders.

Why This Role Matters

Healthcare organizations depend on technology to deliver patient care safely and efficiently. The Solutions Architect plays a pivotal role in ensuring that trust—by designing solutions that are secure, compliant, operationally sound, and aligned with real-world healthcare needs.

This role offers the opportunity to directly influence growth, client outcomes, and the evolution of our healthcare-focused managed services portfolio.

Compensation & Benefits

• Competitive base salary
• Target performance-based bonus
• Comprehensive benefits package including medical, dental, vision, disability, life insurance, 401(k), and PTO
• Exposure to a broad range of healthcare technologies and security platforms
• Ongoing technical training and professional development opportunities
• Collaborative, high-performance team environment focused on client outcomes

Job Summary:

Overview

As a Solutions Architect within our Healthcare Business Unit, you will play a critical role in enabling growth by supporting new logo acquisition and existing client expansion. You will partner closely with go-to-market teams to design, position, and articulate secure, scalable technology solutions that healthcare organizations trust to run and protect their clinical and business operations.

This role sits at the intersection of sales strategy, technical architecture, and client trust. Healthcare clients rely on us not just for technology, but for guidance in navigating risk, compliance, and operational complexity. As a Solutions Architect, you will help translate those challenges into practical, differentiated managed and professional services and security solutions.

You will serve as a trusted technical advisor throughout the pre-sales and early delivery lifecycle—bringing structure, clarity, and confidence to prospects and clients while ensuring internal teams are aligned for successful execution.

Role and Responsibilities

Go-To-Market & Pre-Sales Enablement

• Partner with sales and go-to-market teams on strategic opportunities, including new logo pursuits and client expansions.
• Act as the primary technical lead during the pre-sales process, from discovery and scoping through solution design and proposal support.
• Support and, when appropriate, lead client presentations, solution walk-throughs, and sales pitches.
• Ensure proposed solutions are technically sound, operationally deliverable, and aligned with healthcare compliance and security requirements.

Client Engagement & Trust Building

• Build strong relationships with healthcare prospects and clients, including clinical, IT, security, and executive stakeholders.
• Translate business, clinical, and regulatory requirements into clear, actionable solution architectures.
• Participate in client QBRs and strategic discussions to identify unmet needs and expansion opportunities.
• Reinforce our role as a trusted advisor, not just a service provider.

Solution Design & Differentiation

• Design end-to-end managed IT and cybersecurity solutions tailored to healthcare environments.
• Collaborate with engineering, service delivery, and product teams to ensure solutions align with standard offerings and delivery capabilities.
• Contribute to the evolution of the healthcare solution portfolio by identifying gaps, patterns, and opportunities for differentiation.

Intellectual Property & Enablement

• Develop and maintain intellectual property including reference architectures, methodologies, accelerators, and solution frameworks.
• Help standardize how solutions are positioned and explained to improve consistency across the sales organization.
• Support internal enablement efforts by sharing lessons learned, best practices, and repeatable patterns.

Sales-to-Delivery Alignment

• Provide continuity from pre-sales into early delivery to ensure smooth handoff and successful execution.
• Validate scope, assumptions, and success criteria prior to contract close.
• Support delivery teams during initial implementation phases as needed to ensure outcomes align with expectations.

Objectives

• Enable consistent, high-quality solution design for healthcare prospects and clients.
• Improve win rates and deal quality through strong technical leadership in the sales cycle.
• Increase expansion revenue by uncovering and articulating additional client needs.
• Strengthen client trust by ensuring solutions are realistic, secure, and aligned with healthcare regulations.
• Contribute to a scalable, repeatable go-to-market motion across the Healthcare Business Unit.

Success Metrics

Success in this role will be measured by:

• Contribution to new logo wins and expansion opportunities
• Sales cycle effectiveness and quality of solution scoping
• Client and internal stakeholder feedback
• Reduction in delivery friction due to improved pre-sales alignment
• Adoption and reuse of solution frameworks and IP
• Healthcare-specific solution differentiation and consistency

Qualifications

• 6+ years of experience in IT managed services, healthcare IT, or cybersecurity environments.
• Prior experience as a Solutions Architect, Pre-Sales Engineer, or Sales Engineer within an MSP, MSSP, or healthcare-focused technology firm.
• Strong understanding of healthcare IT environments and regulatory considerations (e.g., HIPAA, security best practices).
• Demonstrated experience supporting the full sales-to-delivery lifecycle, from discovery through handoff.
• Hands-on knowledge across several of the following areas:
• Endpoint and device management
• Microsoft 365 and Azure cloud services
• Identity and access management
• Vulnerability, threat, and security operations (SIEM, XDR, MDR)
• Server, application, and cloud security
• Ability to communicate complex technical concepts clearly to both technical and non-technical audiences.
• Comfortable presenting to senior executives, clinicians, and IT leaders.

Why This Role Matters

Healthcare organizations depend on technology to deliver patient care safely and efficiently. The Solutions Architect plays a pivotal role in ensuring that trust—by designing solutions that are secure, compliant, operationally sound, and aligned with real-world healthcare needs.

This role offers the opportunity to directly influence growth, client outcomes, and the evolution of our healthcare-focused managed services portfolio.

Compensation & Benefits

• Competitive base salary
• Target performance-based bonus
• Comprehensive benefits package including medical, dental, vision, disability, life insurance, 401(k), and PTO
• Exposure to a broad range of healthcare technologies and security platforms
• Ongoing technical training and professional development opportunities
• Collaborative, high-performance team environment focused on client outcomes

Job Summary:

Overview

As a Solutions Architect within our Healthcare Business Unit, you will play a critical role in enabling growth by supporting new logo acquisition and existing client expansion. You will partner closely with go-to-market teams to design, position, and articulate secure, scalable technology solutions that healthcare organizations trust to run and protect their clinical and business operations.

This role sits at the intersection of sales strategy, technical architecture, and client trust. Healthcare clients rely on us not just for technology, but for guidance in navigating risk, compliance, and operational complexity. As a Solutions Architect, you will help translate those challenges into practical, differentiated managed and professional services and security solutions.

You will serve as a trusted technical advisor throughout the pre-sales and early delivery lifecycle—bringing structure, clarity, and confidence to prospects and clients while ensuring internal teams are aligned for successful execution.

Role and Responsibilities

Go-To-Market & Pre-Sales Enablement

• Partner with sales and go-to-market teams on strategic opportunities, including new logo pursuits and client expansions.
• Act as the primary technical lead during the pre-sales process, from discovery and scoping through solution design and proposal support.
• Support and, when appropriate, lead client presentations, solution walk-throughs, and sales pitches.
• Ensure proposed solutions are technically sound, operationally deliverable, and aligned with healthcare compliance and security requirements.

Client Engagement & Trust Building

• Build strong relationships with healthcare prospects and clients, including clinical, IT, security, and executive stakeholders.
• Translate business, clinical, and regulatory requirements into clear, actionable solution architectures.
• Participate in client QBRs and strategic discussions to identify unmet needs and expansion opportunities.
• Reinforce our role as a trusted advisor, not just a service provider.

Solution Design & Differentiation

• Design end-to-end managed IT and cybersecurity solutions tailored to healthcare environments.
• Collaborate with engineering, service delivery, and product teams to ensure solutions align with standard offerings and delivery capabilities.
• Contribute to the evolution of the healthcare solution portfolio by identifying gaps, patterns, and opportunities for differentiation.

Intellectual Property & Enablement

• Develop and maintain intellectual property including reference architectures, methodologies, accelerators, and solution frameworks.
• Help standardize how solutions are positioned and explained to improve consistency across the sales organization.
• Support internal enablement efforts by sharing lessons learned, best practices, and repeatable patterns.

Sales-to-Delivery Alignment

• Provide continuity from pre-sales into early delivery to ensure smooth handoff and successful execution.
• Validate scope, assumptions, and success criteria prior to contract close.
• Support delivery teams during initial implementation phases as needed to ensure outcomes align with expectations.

Objectives

• Enable consistent, high-quality solution design for healthcare prospects and clients.
• Improve win rates and deal quality through strong technical leadership in the sales cycle.
• Increase expansion revenue by uncovering and articulating additional client needs.
• Strengthen client trust by ensuring solutions are realistic, secure, and aligned with healthcare regulations.
• Contribute to a scalable, repeatable go-to-market motion across the Healthcare Business Unit.

Success Metrics

Success in this role will be measured by:

• Contribution to new logo wins and expansion opportunities
• Sales cycle effectiveness and quality of solution scoping
• Client and internal stakeholder feedback
• Reduction in delivery friction due to improved pre-sales alignment
• Adoption and reuse of solution frameworks and IP
• Healthcare-specific solution differentiation and consistency

Qualifications

• 6+ years of experience in IT managed services, healthcare IT, or cybersecurity environments.
• Prior experience as a Solutions Architect, Pre-Sales Engineer, or Sales Engineer within an MSP, MSSP, or healthcare-focused technology firm.
• Strong understanding of healthcare IT environments and regulatory considerations (e.g., HIPAA, security best practices).
• Demonstrated experience supporting the full sales-to-delivery lifecycle, from discovery through handoff.
• Hands-on knowledge across several of the following areas:
• Endpoint and device management
• Microsoft 365 and Azure cloud services
• Identity and access management
• Vulnerability, threat, and security operations (SIEM, XDR, MDR)
• Server, application, and cloud security
• Ability to communicate complex technical concepts clearly to both technical and non-technical audiences.
• Comfortable presenting to senior executives, clinicians, and IT leaders.

Why This Role Matters

Healthcare organizations depend on technology to deliver patient care safely and efficiently. The Solutions Architect plays a pivotal role in ensuring that trust—by designing solutions that are secure, compliant, operationally sound, and aligned with real-world healthcare needs.

This role offers the opportunity to directly influence growth, client outcomes, and the evolution of our healthcare-focused managed services portfolio.

Compensation & Benefits

• Competitive base salary
• Target performance-based bonus
• Comprehensive benefits package including medical, dental, vision, disability, life insurance, 401(k), and PTO
• Exposure to a broad range of healthcare technologies and security platforms
• Ongoing technical training and professional development opportunities
• Collaborative, high-performance team environment focused on client outcomes

Job Summary:

Overview

As a Solutions Architect within our Healthcare Business Unit, you will play a critical role in enabling growth by supporting new logo acquisition and existing client expansion. You will partner closely with go-to-market teams to design, position, and articulate secure, scalable technology solutions that healthcare organizations trust to run and protect their clinical and business operations.

This role sits at the intersection of sales strategy, technical architecture, and client trust. Healthcare clients rely on us not just for technology, but for guidance in navigating risk, compliance, and operational complexity. As a Solutions Architect, you will help translate those challenges into practical, differentiated managed and professional services and security solutions.

You will serve as a trusted technical advisor throughout the pre-sales and early delivery lifecycle—bringing structure, clarity, and confidence to prospects and clients while ensuring internal teams are aligned for successful execution.

Role and Responsibilities

Go-To-Market & Pre-Sales Enablement

• Partner with sales and go-to-market teams on strategic opportunities, including new logo pursuits and client expansions.
• Act as the primary technical lead during the pre-sales process, from discovery and scoping through solution design and proposal support.
• Support and, when appropriate, lead client presentations, solution walk-throughs, and sales pitches.
• Ensure proposed solutions are technically sound, operationally deliverable, and aligned with healthcare compliance and security requirements.

Client Engagement & Trust Building

• Build strong relationships with healthcare prospects and clients, including clinical, IT, security, and executive stakeholders.
• Translate business, clinical, and regulatory requirements into clear, actionable solution architectures.
• Participate in client QBRs and strategic discussions to identify unmet needs and expansion opportunities.
• Reinforce our role as a trusted advisor, not just a service provider.

Solution Design & Differentiation

• Design end-to-end managed IT and cybersecurity solutions tailored to healthcare environments.
• Collaborate with engineering, service delivery, and product teams to ensure solutions align with standard offerings and delivery capabilities.
• Contribute to the evolution of the healthcare solution portfolio by identifying gaps, patterns, and opportunities for differentiation.

Intellectual Property & Enablement

• Develop and maintain intellectual property including reference architectures, methodologies, accelerators, and solution frameworks.
• Help standardize how solutions are positioned and explained to improve consistency across the sales organization.
• Support internal enablement efforts by sharing lessons learned, best practices, and repeatable patterns.

Sales-to-Delivery Alignment

• Provide continuity from pre-sales into early delivery to ensure smooth handoff and successful execution.
• Validate scope, assumptions, and success criteria prior to contract close.
• Support delivery teams during initial implementation phases as needed to ensure outcomes align with expectations.

Objectives

• Enable consistent, high-quality solution design for healthcare prospects and clients.
• Improve win rates and deal quality through strong technical leadership in the sales cycle.
• Increase expansion revenue by uncovering and articulating additional client needs.
• Strengthen client trust by ensuring solutions are realistic, secure, and aligned with healthcare regulations.
• Contribute to a scalable, repeatable go-to-market motion across the Healthcare Business Unit.

Success Metrics

Success in this role will be measured by:

• Contribution to new logo wins and expansion opportunities
• Sales cycle effectiveness and quality of solution scoping
• Client and internal stakeholder feedback
• Reduction in delivery friction due to improved pre-sales alignment
• Adoption and reuse of solution frameworks and IP
• Healthcare-specific solution differentiation and consistency

Qualifications

• 6+ years of experience in IT managed services, healthcare IT, or cybersecurity environments.
• Prior experience as a Solutions Architect, Pre-Sales Engineer, or Sales Engineer within an MSP, MSSP, or healthcare-focused technology firm.
• Strong understanding of healthcare IT environments and regulatory considerations (e.g., HIPAA, security best practices).
• Demonstrated experience supporting the full sales-to-delivery lifecycle, from discovery through handoff.
• Hands-on knowledge across several of the following areas:
• Endpoint and device management
• Microsoft 365 and Azure cloud services
• Identity and access management
• Vulnerability, threat, and security operations (SIEM, XDR, MDR)
• Server, application, and cloud security
• Ability to communicate complex technical concepts clearly to both technical and non-technical audiences.
• Comfortable presenting to senior executives, clinicians, and IT leaders.

Why This Role Matters

Healthcare organizations depend on technology to deliver patient care safely and efficiently. The Solutions Architect plays a pivotal role in ensuring that trust—by designing solutions that are secure, compliant, operationally sound, and aligned with real-world healthcare needs.

This role offers the opportunity to directly influence growth, client outcomes, and the evolution of our healthcare-focused managed services portfolio.

Compensation & Benefits

• Competitive base salary
• Target performance-based bonus
• Comprehensive benefits package including medical, dental, vision, disability, life insurance, 401(k), and PTO
• Exposure to a broad range of healthcare technologies and security platforms
• Ongoing technical training and professional development opportunities
• Collaborative, high-performance team environment focused on client outcomes

Job Summary:

Overview

As a Solutions Architect within our Healthcare Business Unit, you will play a critical role in enabling growth by supporting new logo acquisition and existing client expansion. You will partner closely with go-to-market teams to design, position, and articulate secure, scalable technology solutions that healthcare organizations trust to run and protect their clinical and business operations.

This role sits at the intersection of sales strategy, technical architecture, and client trust. Healthcare clients rely on us not just for technology, but for guidance in navigating risk, compliance, and operational complexity. As a Solutions Architect, you will help translate those challenges into practical, differentiated managed and professional services and security solutions.

You will serve as a trusted technical advisor throughout the pre-sales and early delivery lifecycle—bringing structure, clarity, and confidence to prospects and clients while ensuring internal teams are aligned for successful execution.

Role and Responsibilities

Go-To-Market & Pre-Sales Enablement

• Partner with sales and go-to-market teams on strategic opportunities, including new logo pursuits and client expansions.
• Act as the primary technical lead during the pre-sales process, from discovery and scoping through solution design and proposal support.
• Support and, when appropriate, lead client presentations, solution walk-throughs, and sales pitches.
• Ensure proposed solutions are technically sound, operationally deliverable, and aligned with healthcare compliance and security requirements.

Client Engagement & Trust Building

• Build strong relationships with healthcare prospects and clients, including clinical, IT, security, and executive stakeholders.
• Translate business, clinical, and regulatory requirements into clear, actionable solution architectures.
• Participate in client QBRs and strategic discussions to identify unmet needs and expansion opportunities.
• Reinforce our role as a trusted advisor, not just a service provider.

Solution Design & Differentiation

• Design end-to-end managed IT and cybersecurity solutions tailored to healthcare environments.
• Collaborate with engineering, service delivery, and product teams to ensure solutions align with standard offerings and delivery capabilities.
• Contribute to the evolution of the healthcare solution portfolio by identifying gaps, patterns, and opportunities for differentiation.

Intellectual Property & Enablement

• Develop and maintain intellectual property including reference architectures, methodologies, accelerators, and solution frameworks.
• Help standardize how solutions are positioned and explained to improve consistency across the sales organization.
• Support internal enablement efforts by sharing lessons learned, best practices, and repeatable patterns.

Sales-to-Delivery Alignment

• Provide continuity from pre-sales into early delivery to ensure smooth handoff and successful execution.
• Validate scope, assumptions, and success criteria prior to contract close.
• Support delivery teams during initial implementation phases as needed to ensure outcomes align with expectations.

Objectives

• Enable consistent, high-quality solution design for healthcare prospects and clients.
• Improve win rates and deal quality through strong technical leadership in the sales cycle.
• Increase expansion revenue by uncovering and articulating additional client needs.
• Strengthen client trust by ensuring solutions are realistic, secure, and aligned with healthcare regulations.
• Contribute to a scalable, repeatable go-to-market motion across the Healthcare Business Unit.

Success Metrics

Success in this role will be measured by:

• Contribution to new logo wins and expansion opportunities
• Sales cycle effectiveness and quality of solution scoping
• Client and internal stakeholder feedback
• Reduction in delivery friction due to improved pre-sales alignment
• Adoption and reuse of solution frameworks and IP
• Healthcare-specific solution differentiation and consistency

Qualifications

• 6+ years of experience in IT managed services, healthcare IT, or cybersecurity environments.
• Prior experience as a Solutions Architect, Pre-Sales Engineer, or Sales Engineer within an MSP, MSSP, or healthcare-focused technology firm.
• Strong understanding of healthcare IT environments and regulatory considerations (e.g., HIPAA, security best practices).
• Demonstrated experience supporting the full sales-to-delivery lifecycle, from discovery through handoff.
• Hands-on knowledge across several of the following areas:
• Endpoint and device management
• Microsoft 365 and Azure cloud services
• Identity and access management
• Vulnerability, threat, and security operations (SIEM, XDR, MDR)
• Server, application, and cloud security
• Ability to communicate complex technical concepts clearly to both technical and non-technical audiences.
• Comfortable presenting to senior executives, clinicians, and IT leaders.

Why This Role Matters

Healthcare organizations depend on technology to deliver patient care safely and efficiently. The Solutions Architect plays a pivotal role in ensuring that trust—by designing solutions that are secure, compliant, operationally sound, and aligned with real-world healthcare needs.

This role offers the opportunity to directly influence growth, client outcomes, and the evolution of our healthcare-focused managed services portfolio.

Compensation & Benefits

• Competitive base salary
• Target performance-based bonus
• Comprehensive benefits package including medical, dental, vision, disability, life insurance, 401(k), and PTO
• Exposure to a broad range of healthcare technologies and security platforms
• Ongoing technical training and professional development opportunities
• Collaborative, high-performance team environment focused on client outcomes

Job Summary:

Overview

As a Solutions Architect within our Healthcare Business Unit, you will play a critical role in enabling growth by supporting new logo acquisition and existing client expansion. You will partner closely with go-to-market teams to design, position, and articulate secure, scalable technology solutions that healthcare organizations trust to run and protect their clinical and business operations.

This role sits at the intersection of sales strategy, technical architecture, and client trust. Healthcare clients rely on us not just for technology, but for guidance in navigating risk, compliance, and operational complexity. As a Solutions Architect, you will help translate those challenges into practical, differentiated managed and professional services and security solutions.

You will serve as a trusted technical advisor throughout the pre-sales and early delivery lifecycle—bringing structure, clarity, and confidence to prospects and clients while ensuring internal teams are aligned for successful execution.

Role and Responsibilities

Go-To-Market & Pre-Sales Enablement

• Partner with sales and go-to-market teams on strategic opportunities, including new logo pursuits and client expansions.
• Act as the primary technical lead during the pre-sales process, from discovery and scoping through solution design and proposal support.
• Support and, when appropriate, lead client presentations, solution walk-throughs, and sales pitches.
• Ensure proposed solutions are technically sound, operationally deliverable, and aligned with healthcare compliance and security requirements.

Client Engagement & Trust Building

• Build strong relationships with healthcare prospects and clients, including clinical, IT, security, and executive stakeholders.
• Translate business, clinical, and regulatory requirements into clear, actionable solution architectures.
• Participate in client QBRs and strategic discussions to identify unmet needs and expansion opportunities.
• Reinforce our role as a trusted advisor, not just a service provider.

Solution Design & Differentiation

• Design end-to-end managed IT and cybersecurity solutions tailored to healthcare environments.
• Collaborate with engineering, service delivery, and product teams to ensure solutions align with standard offerings and delivery capabilities.
• Contribute to the evolution of the healthcare solution portfolio by identifying gaps, patterns, and opportunities for differentiation.

Intellectual Property & Enablement

• Develop and maintain intellectual property including reference architectures, methodologies, accelerators, and solution frameworks.
• Help standardize how solutions are positioned and explained to improve consistency across the sales organization.
• Support internal enablement efforts by sharing lessons learned, best practices, and repeatable patterns.

Sales-to-Delivery Alignment

• Provide continuity from pre-sales into early delivery to ensure smooth handoff and successful execution.
• Validate scope, assumptions, and success criteria prior to contract close.
• Support delivery teams during initial implementation phases as needed to ensure outcomes align with expectations.

Objectives

• Enable consistent, high-quality solution design for healthcare prospects and clients.
• Improve win rates and deal quality through strong technical leadership in the sales cycle.
• Increase expansion revenue by uncovering and articulating additional client needs.
• Strengthen client trust by ensuring solutions are realistic, secure, and aligned with healthcare regulations.
• Contribute to a scalable, repeatable go-to-market motion across the Healthcare Business Unit.

Success Metrics

Success in this role will be measured by:

• Contribution to new logo wins and expansion opportunities
• Sales cycle effectiveness and quality of solution scoping
• Client and internal stakeholder feedback
• Reduction in delivery friction due to improved pre-sales alignment
• Adoption and reuse of solution frameworks and IP
• Healthcare-specific solution differentiation and consistency

Qualifications

• 6+ years of experience in IT managed services, healthcare IT, or cybersecurity environments.
• Prior experience as a Solutions Architect, Pre-Sales Engineer, or Sales Engineer within an MSP, MSSP, or healthcare-focused technology firm.
• Strong understanding of healthcare IT environments and regulatory considerations (e.g., HIPAA, security best practices).
• Demonstrated experience supporting the full sales-to-delivery lifecycle, from discovery through handoff.
• Hands-on knowledge across several of the following areas:
• Endpoint and device management
• Microsoft 365 and Azure cloud services
• Identity and access management
• Vulnerability, threat, and security operations (SIEM, XDR, MDR)
• Server, application, and cloud security
• Ability to communicate complex technical concepts clearly to both technical and non-technical audiences.
• Comfortable presenting to senior executives, clinicians, and IT leaders.

Why This Role Matters

Healthcare organizations depend on technology to deliver patient care safely and efficiently. The Solutions Architect plays a pivotal role in ensuring that trust—by designing solutions that are secure, compliant, operationally sound, and aligned with real-world healthcare needs.

This role offers the opportunity to directly influence growth, client outcomes, and the evolution of our healthcare-focused managed services portfolio.

Compensation & Benefits

• Competitive base salary
• Target performance-based bonus
• Comprehensive benefits package including medical, dental, vision, disability, life insurance, 401(k), and PTO
• Exposure to a broad range of healthcare technologies and security platforms
• Ongoing technical training and professional development opportunities
• Collaborative, high-performance team environment focused on client outcomes

Job Summary

A unique opportunity to join and grow within a leading technology provider, serving the financial services sector. You will be the client’s first point of contact, responding to service requests and incidents, where appropriate escalating to the relevant teams. Your role's primary focus will be providing remote support to our clients. This position requires a high level of professionalism while performing daily support tasks as required. Experience working directly with end users on a daily basis along with a passion to deliver superior customer experience and technology is required.

Responsibilities (including but not limited to the following as required):

• Provide best in class technical support to our clients primarily via phone and email but on occasions also onsite at client offices.
• Effectively communicate with both clients and peers ensuring timely responses.
• Record all work activities in a timesheet in our ticketing system (ConnectWise).
• Must be able to multi-task client issues when applicable.
• Document technical issues and take ownership of escalating issues to the appropriate SME team.
• Must be amenable to occasional travel.
• Must meet the minimum standard for personal key performance indicators.
• Must contribute to the overall success of team mandated goals and key performance indicators.
• Must be flexible regarding duties and hours of work, there will be occasional requirements to work out of hours for client onboardings and other project work.

Proficiencies:

• Incredible sense of pride and passion for what you do and a desire to help your teammates.
• Must be neat, organised, energetic, and show initiative.
• Support and provide expertise of the evolving Microsoft 365 suite of products, self-learning and self-training new products and services when applicable.
• Experience with advanced hardware troubleshooting and the installation of core Networking equipment.

Technical Skills:

• Create/Manage Active Directory accounts, groups & permissions.
• Duo Security and other two factor authentication applications.
• Microsoft 365.
• Microsoft Entra/Azure Active Directory/Intune.
• Troubleshoot hardware (video cards, USB & peripheral devices, and drivers, etc.).
• Understanding of Networking fundamentals.
• VMware vSphere administration.
• Install, configure & manage print queues.
• Troubleshoot DNS, DHCP and TCP/IP issues.
• Experience administering Windows 10/11 and Server 2012 and above.
• Experience administering Windows Server 2012 and above.

Nice to Haves:

• Ability to learn new technologies and systems quickly.
• Experience managing or working in a multi-tenant environment.
• Experience working in Financial services and/or MSP space.
• Microsoft certified.
• Ability to work through issues methodically.
• Basic experience with policy management (Group Policy & Intune).
• Experience in support Mac OS X devices.

Qualifications:

• Minimum 3 years’ experience working in IT roles demonstrating excellent customer service and support.
• Relevant professional qualifications a plus
• Great attitude, team player always willing to pitch in and take on new tasks
• Proactive/flexible nature

What you can Expect:

• Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
• Gym discount
• Life insurance
• Comprehensive travel insurance for you and your family in line with scheme rules
• Confidential well-being and counselling support
• Competitive Compensation
• Contributory pension scheme
• Company events
• Private Medical and Dental Insurance

You'll love this job if:

• You are highly STRATEGIC: You are always looking for opportunities to produce the best work output with the most efficiency
• You are extremely ORGANISED: You are not overwhelmed by the thought of tackling multiple tasks simultaneously.
• You are DETAIL ORIENTED: You appreciate the importance of having detailed and precise information.
• You are a strong COMMUNICATOR: You are a people person and collaborate well with others.
• You are AGILE: You adapt well to changing needs and priorities and are able to pivot easily to achieve goals and deadlines.
• You are PASSIONATE: about your work and support the people at this company.

Polite Notice to Recruitment Agencies: We are recruiting for this role directly, but we do have a preferred supplier list of valued recruitment partners who support us when we need a little extra help. If you are not one of our preferred recruitment partners, we won’t accept your CV introductions or grant any candidate ownership to any introductions that you make.

Abacus Information Technology Limited is an equal opportunities employer. We value diversity and promote equality across our business. The terminology used in this advert is not intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. Therefore, we welcome qualified applicants applications from all sections of society and are always happy to discuss reasonable adjustments and / or additional arrangements as required to support your application.

This role may be subject to a background check after an employment offer has been made, and final employment will be subject to a positive result; in addition, a reference and DBS check may be requested at the final stage of the process.

• Hunting and generation of new logo opportunities within the mid-market healthcare provider market
• Working with prospects to identify needs, pain points, and budget
• Teaming up with an extended solutions team to develop a compelling proposal that leads to opportunity closure
• Demonstrating proficiency in utilizing a variety of business productivity tools to track sales activity and pipeline data – Microsoft Office Suite, HubSpot, and LinkedIn

• Bachelor's degree in Business, Marketing, Sales or a related field
• 7-10 years of Professional, Consultative sales of technology services or software
• 5-7 years of experience selling managed preferred services around Network, End User Device Management, Security, VOIP, or Cloud
• 5-7 years of Healthcare provider experience preferred, but not required

• Sound understanding of the sales and demand generation processes and their associated best practices within the technology industry
• Strong contact and networking base, preferably within the mid-sized healthcare provider industry
• Ability to translate technology into practical terms
• A record of proven outside direct sales experience with a focus on consultative and solution approaches, and achieving sales quotas
• Strategic, client-facing sales professional well versed in sales tactics (MEDPICC, Sandler, Miller Hieman Challenger Perfect Close) — specifically via email marketing, phone and face-to-face meetings
• Results-driven and detail-oriented, self-motivated, self-directed, and achievement-focused
• Exceptional communication and listening skills, with experience in solution-based selling
• Relationship driven with a consultative approach to help shape current and future deals
• Strong organizational skills

• Experience selling managed services around Network, End User Device Management, Security, VOIP, and Cloud
• Exceptional communication and listening skills, with experience in solution-based selling
• Collaborative, client-focused, creative, flexible, influential
• Maintains a professional, consultative brand

Salary DOE:  $300,000 - $400,000 OTE 

• Hunting and generation of new logo opportunities within the mid-market healthcare provider market
• Working with prospects to identify needs, pain points, and budget
• Teaming up with an extended solutions team to develop a compelling proposal that leads to opportunity closure
• Demonstrating proficiency in utilizing a variety of business productivity tools to track sales activity and pipeline data – Microsoft Office Suite, HubSpot, and LinkedIn

• Bachelor's degree in Business, Marketing, Sales or a related field
• 7-10 years of Professional, Consultative sales of technology services or software
• 5-7 years of experience selling managed preferred services around Network, End User Device Management, Security, VOIP, or Cloud
• 5-7 years of Healthcare provider experience preferred, but not required

• Sound understanding of the sales and demand generation processes and their associated best practices within the technology industry
• Strong contact and networking base, preferably within the mid-sized healthcare provider industry
• Ability to translate technology into practical terms
• A record of proven outside direct sales experience with a focus on consultative and solution approaches, and achieving sales quotas
• Strategic, client-facing sales professional well versed in sales tactics (MEDPICC, Sandler, Miller Hieman Challenger Perfect Close) — specifically via email marketing, phone and face-to-face meetings
• Results-driven and detail-oriented, self-motivated, self-directed, and achievement-focused
• Exceptional communication and listening skills, with experience in solution-based selling
• Relationship driven with a consultative approach to help shape current and future deals
• Strong organizational skills

• Experience selling managed services around Network, End User Device Management, Security, VOIP, and Cloud
• Exceptional communication and listening skills, with experience in solution-based selling
• Collaborative, client-focused, creative, flexible, influential
• Maintains a professional, consultative brand

Salary DOE:  $300,000 - $400,000 OTE 

• Hunting and generation of new logo opportunities within the mid-market healthcare provider market
• Working with prospects to identify needs, pain points, and budget
• Teaming up with an extended solutions team to develop a compelling proposal that leads to opportunity closure
• Demonstrating proficiency in utilizing a variety of business productivity tools to track sales activity and pipeline data – Microsoft Office Suite, HubSpot, and LinkedIn

• Bachelor's degree in Business, Marketing, Sales or a related field
• 7-10 years of Professional, Consultative sales of technology services or software
• 5-7 years of experience selling managed preferred services around Network, End User Device Management, Security, VOIP, or Cloud
• 5-7 years of Healthcare provider experience preferred, but not required

• Sound understanding of the sales and demand generation processes and their associated best practices within the technology industry
• Strong contact and networking base, preferably within the mid-sized healthcare provider industry
• Ability to translate technology into practical terms
• A record of proven outside direct sales experience with a focus on consultative and solution approaches, and achieving sales quotas
• Strategic, client-facing sales professional well versed in sales tactics (MEDPICC, Sandler, Miller Hieman Challenger Perfect Close) — specifically via email marketing, phone and face-to-face meetings
• Results-driven and detail-oriented, self-motivated, self-directed, and achievement-focused
• Exceptional communication and listening skills, with experience in solution-based selling
• Relationship driven with a consultative approach to help shape current and future deals
• Strong organizational skills

• Experience selling managed services around Network, End User Device Management, Security, VOIP, and Cloud
• Exceptional communication and listening skills, with experience in solution-based selling
• Collaborative, client-focused, creative, flexible, influential
• Maintains a professional, consultative brand

Salary DOE:  $300,000 - $400,000 OTE 

Senior ServiceNow Developer

We are seeking a highly skilled and experienced Senior ServiceNow Developer to join our team full-time in support of our proprietary PaaS platform. This role is critical to advancing our ServiceNow capabilities and delivering scalable, high-impact solutions for both internal operations and external client workflows. The ideal candidate brings deep ServiceNow expertise, strong architectural thinking, and a forward-looking approach to automation.

Key Responsibilities

Platform Strategy & Development

• Provide strategic input on ServiceNow best practices, emerging features, and platform efficiencies.
• Translate complex business requirements into scalable, maintainable ServiceNow solutions.
• Lead development initiatives end-to-end, including planning, stakeholder engagement, and execution.
• Design and implement configurations compatible with a domain-separated ServiceNow architecture.
• Architect and extend custom applications, integrations, and workflows aligned with platform standards.

Operational Support

• Act as a subject matter expert (SME) for ServiceNow platform components, custom applications, and integrations.
• Troubleshoot and resolve platform issues in accordance with standard change and release management procedures.
• Perform regular audits, maintenance, and optimization to ensure data integrity, performance, and platform consistency.

Client-Facing Delivery

• Support technical proposal development and onboarding activities for new clients.
• Deliver ServiceNow-based automation initiatives that meet or exceed defined ROI and operational objectives.
• Collaborate with client stakeholders to align platform capabilities with business outcomes.

Documentation & Communication

• Maintain and evolve platform standards, architectural documentation, and development best practices.
• Update internal process and technical documentation to reflect new features and enhancements.
• Communicate platform changes and their impacts clearly and proactively to both technical and non-technical stakeholders.

AI & Emerging Capabilities

• Work with ServiceNow AI and Generative AI features (such as Now Assist) as part of broader automation and platform initiatives.
• Incorporate AI into workflows including incident or case summarization, resolution assistance, or knowledge support, where it adds value.
• Participate in prompt design and tuning within ServiceNow’s AI tooling to improve accuracy and usability.
• Support or extend Conversational AI, Virtual Agents, or AI Search through configuration, scripting, or flow development.
• Contribute to responsible adoption of AI to enhance efficiency, user experience, and operational outcomes across the platform.

Required Skills & Experience

• Minimum 5 years of hands-on ServiceNow development experience.
• Proven experience working within domain-separated ServiceNow environments (strongly preferred).
• Strong proficiency across core ServiceNow modules, including:
  • ITSM (Incident, Change, Request, Problem)
  • Service Catalog
  • ITBM / PPM
  • ITOM
  • Reporting & Performance Analytics
• Experience with third-party integrations and custom application development.
• Strong business process mapping, workflow design, and automation skills.
• Excellent communication skills and the ability to engage effectively with stakeholders at all levels.
• Proven ability to manage multiple projects concurrently, prioritize tasks, and meet deadlines
• ServiceNow Certified Application Developer (CAD) Required 
• ServiceNow Certified System Administrator (CSA) Required 

Benefits of Working for Abacus:

• Exposure to diverse array of technologies
• Part of a team of experienced engineers who aim to deliver exceptional service
• Competitive compensation
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Opportunities to further technical education through online courses
• Positive, friendly, supportive work environment

• Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system.
• Be logged into the phone queues throughout the entire workday to ensure consistent client support.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment.
• Follow established troubleshooting and escalation procedures, ensuring timely resolution or proper handoff to higher-tier support.
• Maintain accurate documentation of all support requests, solutions, and client interactions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Install and configure operating systems, software applications, patches, and updates.
• Perform basic virus detection, removal, and system security maintenance.
• Monitor and address backup failures, assisting in data restoration efforts when needed.
• Educate end-users on best practices for cybersecurity and IT resource usage.
• Assist with password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as needed.
• Documenting and addressing technical issues and customer interactions, escalating as necessary.

• Associate's Degree in Technology or related field required.
• 2-5 years of experience with Microsoft environments required.
• 0-2 years of MSP specific experience preferred.
• Network+ and Security+ certifications preferred.

• Knowledge of VMWare, Citrix, VPN and Terminal Services.
• Backup Technologies.
• Internet/DNS/E-mail/Communication issues.
• Strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications.
• Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations.
• Familiarity with remote troubleshooting tools and remote desktop applications.
• Ability to diagnose and resolve technical issues in a structured and efficient manner.
• Excellent communication and customer service skills with a professional demeanor.
• Strong documentation skills with attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Adaptability to shifting priorities and willingness to learn new technologies.
• Flexibility and adaptability for scheduled shift times

• Strong problem-solving skills and a client-focused approach.
• Ability to remain calm and professional in high-pressure situations.
• Commitment to continuous learning and skill development.
• Proactive approach to identifying and addressing recurring issues.
• Compliance with company policies, procedures, and security best practices.

• Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system.
• Be logged into the phone queues throughout the entire workday to ensure consistent client support.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment.
• Follow established troubleshooting and escalation procedures, ensuring timely resolution or proper handoff to higher-tier support.
• Maintain accurate documentation of all support requests, solutions, and client interactions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Install and configure operating systems, software applications, patches, and updates.
• Perform basic virus detection, removal, and system security maintenance.
• Monitor and address backup failures, assisting in data restoration efforts when needed.
• Educate end-users on best practices for cybersecurity and IT resource usage.
• Assist with password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as needed.
• Documenting and addressing technical issues and customer interactions, escalating as necessary.

• Associate's Degree in Technology or related field required.
• 2-5 years of experience with Microsoft environments required.
• 0-2 years of MSP specific experience preferred.
• Network+ and Security+ certifications preferred.

• Knowledge of VMWare, Citrix, VPN and Terminal Services.
• Backup Technologies.
• Internet/DNS/E-mail/Communication issues.
• Strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications.
• Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations.
• Familiarity with remote troubleshooting tools and remote desktop applications.
• Ability to diagnose and resolve technical issues in a structured and efficient manner.
• Excellent communication and customer service skills with a professional demeanor.
• Strong documentation skills with attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Adaptability to shifting priorities and willingness to learn new technologies.
• Flexibility and adaptability for scheduled shift times

• Strong problem-solving skills and a client-focused approach.
• Ability to remain calm and professional in high-pressure situations.
• Commitment to continuous learning and skill development.
• Proactive approach to identifying and addressing recurring issues.
• Compliance with company policies, procedures, and security best practices.

• Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system.
• Be logged into the phone queues throughout the entire workday to ensure consistent client support.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment.
• Follow established troubleshooting and escalation procedures, ensuring timely resolution or proper handoff to higher-tier support.
• Maintain accurate documentation of all support requests, solutions, and client interactions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Install and configure operating systems, software applications, patches, and updates.
• Perform basic virus detection, removal, and system security maintenance.
• Monitor and address backup failures, assisting in data restoration efforts when needed.
• Educate end-users on best practices for cybersecurity and IT resource usage.
• Assist with password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as needed.
• Documenting and addressing technical issues and customer interactions, escalating as necessary.

• Associate's Degree in Technology or related field required.
• 2-5 years of experience with Microsoft environments required.
• 0-2 years of MSP specific experience preferred.
• Network+ and Security+ certifications preferred.

• Knowledge of VMWare, Citrix, VPN and Terminal Services.
• Backup Technologies.
• Internet/DNS/E-mail/Communication issues.
• Strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications.
• Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations.
• Familiarity with remote troubleshooting tools and remote desktop applications.
• Ability to diagnose and resolve technical issues in a structured and efficient manner.
• Excellent communication and customer service skills with a professional demeanor.
• Strong documentation skills with attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Adaptability to shifting priorities and willingness to learn new technologies.
• Flexibility and adaptability for scheduled shift times

• Strong problem-solving skills and a client-focused approach.
• Ability to remain calm and professional in high-pressure situations.
• Commitment to continuous learning and skill development.
• Proactive approach to identifying and addressing recurring issues.
• Compliance with company policies, procedures, and security best practices.

• Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system.
• Be logged into the phone queues throughout the entire workday to ensure consistent client support.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment.
• Follow established troubleshooting and escalation procedures, ensuring timely resolution or proper handoff to higher-tier support.
• Maintain accurate documentation of all support requests, solutions, and client interactions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Install and configure operating systems, software applications, patches, and updates.
• Perform basic virus detection, removal, and system security maintenance.
• Monitor and address backup failures, assisting in data restoration efforts when needed.
• Educate end-users on best practices for cybersecurity and IT resource usage.
• Assist with password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as needed.
• Documenting and addressing technical issues and customer interactions, escalating as necessary.

• Associate's Degree in Technology or related field required.
• 2-5 years of experience with Microsoft environments required.
• 0-2 years of MSP specific experience preferred.
• Network+ and Security+ certifications preferred.

• Knowledge of VMWare, Citrix, VPN and Terminal Services.
• Backup Technologies.
• Internet/DNS/E-mail/Communication issues.
• Strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications.
• Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations.
• Familiarity with remote troubleshooting tools and remote desktop applications.
• Ability to diagnose and resolve technical issues in a structured and efficient manner.
• Excellent communication and customer service skills with a professional demeanor.
• Strong documentation skills with attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Adaptability to shifting priorities and willingness to learn new technologies.
• Flexibility and adaptability for scheduled shift times

• Strong problem-solving skills and a client-focused approach.
• Ability to remain calm and professional in high-pressure situations.
• Commitment to continuous learning and skill development.
• Proactive approach to identifying and addressing recurring issues.
• Compliance with company policies, procedures, and security best practices.