IT End User Services Manager - AI-First Service Desk

Ascend Partner Firms; United States; Remote; USD 120.000 - 180.000; Vollzeit

Zusammenfassung

Ascend is seeking a Manager of IT End User Services to build and run an AI-first service desk for Partner Firms. This leader will oversee Ascend’s regional service desk, comprising four Regional IT Support Leads and their L2 teams, delivering consistent, high-quality support while advancing self-service and AI resolution.

The role requires 7+ years in IT service delivery with leadership experience, preferably in professional services, and strong ITIL-based processes.

Qualifikationen

• 7+ years in IT service delivery with 3+ years leading senior teams.
• Public accounting or professional services industry experience preferred.
• Bachelor’s degree preferred; ITIL Foundation certification preferred.
• Strong command of ITIL service management across incident, request, problem and change.
• Data-driven approach using ITSM reporting to manage SLA, satisfaction and NPS; Freshservice experience a plus.
• Driver mentality with action orientation and ownership.
• Superior EQ and executive communication with Partner Firm and Ascend leadership.
• Proven ability to coordinate cross-functionally with Applications, Infrastructure, Cybersecurity, and Integration teams.
• Shift Left mindset with enthusiasm for AI-first service delivery.

Aufgaben

• Lead four regional IT Support Leads and their L2 technicians with regular scorecard reviews and performance evaluations.
• Develop a staffed, knowledgeable team across regions with backup coverage.
• Plan staffing across East/West shifts, on-call rotation, and busy-season weekends.
• Manage headcount and budget within approved limits.
• Own service desk performance with a live scorecard spanning AI resolution, first-touch resolution, SLA attainment, ticket aging, requester satisfaction and NPS; report weekly.
• Achieve 95%+ SLA response/resolution and 80%+ first-touch resolution across regions; drive improvements.
• Identify metrics that matter most, recommend actions, and challenge the scorecard when needed.
• Collaborate with L3/L4 teams to turn recurring issues into permanent fixes.
• Own escalations end-to-end with firm leadership; bring context, options, and a recommendation.
• Ensure monthly partner firm reviews and quarterly site visits with consistent reporting.
• Maintain consistent processes across regions; use Freshservice as the single system of record.
• Lead Shift Left program with AI-first initiatives and improve knowledge-base quality.
• Coordinate with the Integration team on technology transitions for new joining Partner Firms.

Kenntnisse

IT service delivery

Team leadership

Data-driven

ITIL

Cross-functional

AI-first

Executive communication

Problem management

Ownership

Ausbildung

Bachelor’s degree

ITIL Foundation certification

Tools

Freshservice

ITSM tooling

Jobbeschreibung

Ascend is seeking a Manager of IT End User Services to build and run an AI-first service desk for Partner Firms. This leader will oversee Ascend’s regional service desk, comprising four Regional IT Support Leads and their L2 teams, delivering consistent, high-quality support while advancing self-service and AI resolution.

The role requires 7+ years in IT service delivery with leadership experience, preferably in professional services, and strong ITIL-based processes.