AI-First IT End User Services Manager

Ascend Partner Services; Oregon; Hybrid; USD 120,000 - 180,000; Full time

Job summary

Ascend is seeking a Manager of IT End User Services to build and run an AI-first service desk for Partner Firms. You will oversee a four-region service desk with L2 technicians, set data-driven goals, and ensure high-quality support across all regions.

Lead, develop, and coach regional leads, balance staffing and budget, and drive continuous improvement by collaborating with Applications, Infrastructure, Cybersecurity, and AI teams to deliver reliable, scalable IT end-user services.

Qualifications

• 7+ years of IT service delivery experience and managing teams.
• Public accounting or professional services familiarity preferred.
• Bachelor's degree preferred; ITIL Foundation certification preferred.

Responsibilities

• Lead four Regional IT Support Leads and their L2 teams; manage staffing and budget.
• Own service desk performance: AI resolution, first-touch resolution, SLA attainment, NPS, and ticket aging.
• Handle escalations end to end with cross-functional coordination.
• Maintain consistent processes across regions; use Freshservice as the system of record.
• Drive Shift Left and AI-first support; improve knowledge base and self-service initiatives.
• Coordinate with Integration, Applications, Infrastructure, Cybersecurity, and AI teams on technology transitions.

Skills

IT service delivery

Team leadership

Accounting industry exp.

ITIL practices

Freshservice

Data-driven management

Education

Bachelor's degree preferred

Tools

Freshservice

Job description

Ascend is seeking a Manager of IT End User Services to build and run an AI-first service desk for Partner Firms. You will oversee a four-region service desk with L2 technicians, set data-driven goals, and ensure high-quality support across all regions.

Lead, develop, and coach regional leads, balance staffing and budget, and drive continuous improvement by collaborating with Applications, Infrastructure, Cybersecurity, and AI teams to deliver reliable, scalable IT end-user services.