IT End User Services Manager

Ascend Group

. Build and run an Ascend-owned, AI-first service desk for Partner Firms .

Posted 10/15/2026full-timeRemote • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT service delivery with a focus on AI-first solutions, team leadership, and performance management. Proven ability to drive SLA attainment, enhance service desk operations, and coordinate cross-functional initiatives in the accounting industry.

Highest-signal resume keywords

IT Service DeliveryTeam LeadershipITIL Service ManagementData-Driven Decision MakingAI-First Service Delivery

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Service ManagementPerformance ManagementSLA ManagementIncident ManagementChange ManagementProblem ManagementFreshserviceData AnalysisQueue ManagementKnowledge Base Improvement

Soft Skills

Executive CommunicationInfluencing SkillsProcess-Driven MindsetReliabilityTeam Accountability

Tools & Technologies

FreshserviceITSM Reporting

Certifications & Qualifications

ITIL Foundation

Industry Keywords

Public AccountingProfessional ServicesAccounting Industry ApplicationsShift Left MindsetContinuous Improvement

Tech Stack

Tools & technologies

Cyber SecurityITSM

About the role

Key responsibilities & impact

Build and run an Ascend-owned, AI-first service desk for Partner Firms
Oversee the regional service desk organization, including four Regional IT Support Leads and their L2 IT Support Technician teams
Deliver consistent, high-quality support across every region while shifting work to self-service and AI resolution
Lead, hire, and develop Regional IT Support Leads and regional L2 IT Support Technicians
Conduct scorecard reviews and performance evaluations
Build a team with deep accounting industry and application knowledge, ensuring staffing, training, and backup coverage
Plan staffing and coverage across East and West shifts, on-call rotation with P1 and VIP paging, and busy-season weekend coverage
Manage the team within approved headcount and budget
Own service desk performance against AI resolution, first-touch resolution, SLA attainment, ticket aging, requester satisfaction, NPS, process adherence, and on-site presence metrics
Report weekly to IT leadership and support monthly readouts to the Executive Leadership Team and Regional Presidents
Deliver 95%+ SLA attainment and 80%+ first-touch resolution across all regions
Analyze metrics and trends, recommend actions, and challenge incomplete scorecards
Partner with change and problem management owners to convert recurring issues into problem records and permanent fixes
Own complex, high-visibility, VIP, and multi-firm escalations; escalate only the most serious matters to IT Operations leadership with context, options, and recommendations
Capture qualitative feedback from firm leadership and Regional Presidents
Ensure every Partner Firm receives a monthly operations review and quarterly site visit
Maintain consistent queue management, ticket hygiene, escalation paths, change catalog, and Freshservice as the system of record
Control aging tickets and open queues through weekly reviews and documented resolution plans
Lead the Shift Left program with the AI and automation team
Improve Knowledge Base and how-to article quality to expand AI-first incident resolution
Coordinate Technology Stack Transition for newly joining Partner Firms, including regional alignment, hypercare, and evaluation of inherited firm IT staff
Report to Ascend’s IT Operations leadership

Requirements

What you’ll need

7+ years of experience in IT service delivery
3+ years leading support teams
Experience leading leaders and managing performance through others strongly preferred
Public accounting or professional services industry experience strongly preferred
Familiarity with accounting industry applications strongly preferred
Bachelor’s degree preferred
ITIL Foundation certification preferred
Strong command of ITIL service management practices across incident, request, problem, and change
Data-driven approach to service management with hands-on experience using ITSM reporting to manage SLA, satisfaction, and NPS
Freshservice experience a plus
Driver mentality with a bias for action, high standards, and an ownership mindset
Reliable, process-driven, and comfortable holding teams accountable
Superior EQ and influencing skills
Clear, confident executive communication with Partner Firm and Ascend leadership
Proven ability to coordinate cross-functionally with Applications, Infrastructure, Cybersecurity, and Integration teams
Continuous improvement and Shift Left mindset
Genuine enthusiasm for AI-first service delivery

Benefits

Comp & perks

Fair and equal employment opportunity for all candidates regardless of protected characteristics
Values-driven culture emphasizing entrepreneurship, positivity, kindness, excellence, teamwork, and enthusiasm