Manager, IT End User Services

Ascend

. Build and run an Ascend-owned, AI-first service desk trusted by 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 strong focus on AI-first solutions, team leadership, and performance management. Proven ability to drive SLA attainment, enhance customer satisfaction, and implement continuous improvement initiatives in a professional services environment.

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

ITIL Service ManagementSLA ManagementPerformance ManagementIncident ManagementChange ManagementProblem ManagementITSM ReportingQueue ManagementTicket HygieneKnowledge Base Management

Soft Skills

Executive CommunicationInfluencing SkillsProcess-Driven MindsetAccountabilityContinuous Improvement

Tools & Technologies

FreshserviceAI SolutionsService Desk SoftwarePerformance Metrics

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

Public AccountingProfessional ServicesAccounting Industry ApplicationsShift Left ProgramCross-Functional Coordination

Tech Stack

Tools & technologies

Cyber SecurityITSM

About the role

Key responsibilities & impact

Build and run an Ascend-owned, AI-first service desk trusted by 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 toward self-service and AI resolution
Lead, hire, and develop Regional IT Support Leads and regional L2 IT Support Technicians through them
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 P1/VIP paging, and busy-season weekend coverage
Manage the team within approved headcount and budget
Own service desk performance using metrics including AI resolution, first-touch resolution, SLA attainment, ticket aging, requester satisfaction, NPS, process adherence, and on-site presence
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 regions
Identify meaningful 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, escalating only the most serious matters to IT Operations leadership with context and recommendations
Capture qualitative feedback from firm leadership and Regional Presidents
Ensure monthly operations reviews and quarterly site visits for every Partner Firm
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, prioritizing self-service and AI-resolvable requests
Maintain high-quality Knowledge Base and how-to articles 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

Equal employment opportunity regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic
Entrepreneurial, growth-oriented culture
Opportunities to work with AI and automation initiatives
Collaboration with cross-functional technology teams
Employee development through leadership and team-building responsibilities