[Hiring] Manager of IT End User Services @Ascend Partner Services

Role Description

Ascend is seeking a Manager of IT End User Services to build and run an Ascend-owned, AI-first service desk that Partner Firms trust. This leader will oversee Ascend’s regional service desk organization, comprising four Regional IT Support Leads and their teams of L2 IT Support Technicians, and will deliver consistent, high-quality support in every region while continuously shifting work left to self-service and AI resolution.

This is a driver role. The Manager of IT End User Services will:

• Set a high bar and form a point of view on which data matters and act on it.
• Listen for what firms are saying beyond the numbers.
• Hold the team accountable to consistent processes.
• Build a team with deep accounting industry knowledge.
• Own service desk performance and resolve escalations independently.
• Coordinate closely with Ascend’s Applications, Infrastructure, Cybersecurity, Integration, and AI and automation teams.

The Manager of IT End User Services will report to Ascend’s IT Operations leadership.

Qualifications

• 7+ years of experience in IT service delivery, including 3+ years leading support teams; experience leading leaders and managing performance through others strongly preferred.
• Public accounting or professional services industry experience strongly preferred, including familiarity with accounting industry applications.
• 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 paired with clear, confident executive communication with Partner Firm and Ascend leadership.
• Proven ability to coordinate cross-functionally with Applications, Infrastructure, Cybersecurity, and Integration teams.
• A continuous improvement and Shift Left mindset, with genuine enthusiasm for AI-first service delivery.

Requirements

• Lead, hire, and develop four Regional IT Support Leads and their teams.
• Build a team with deep accounting industry and application knowledge.
• Plan staffing and coverage across an extended East and West shift model.
• Manage the team within approved headcount and budget.
• Own service desk performance against a live scorecard.
• Deliver SLA attainment of 95%+ for response and resolution.
• Own escalations end to end, resolving complex, high-visibility issues.
• Maintain consistent processes across all regions.
• Own the team’s Shift Left program, partnering with Ascend’s AI and automation team.
• Coordinate with the Integration team on Technology Stack Transition for newly joining Partner Firms.

Benefits

• We live by our values:
• Own it.
• Serve wholeheartedly.
• Be excellent.
• Win together.
• Bring the sunshine.