Manager, IT End User Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Over 7 years of experience in IT service delivery.

• More than 3 years of experience in leading support teams.

• Proven experience in leading leaders and managing performance through others is highly preferred.

• Experience in public accounting or the professional services sector is strongly desired.

• Familiarity with applications utilized in the accounting industry is strongly preferred.

• A bachelor's degree is preferred.

• ITIL Foundation certification is preferred.

• Strong expertise in ITIL service management practices including incident, request, problem, and change management.

• A data-driven approach to service management, with practical experience in using ITSM reporting to oversee SLA, satisfaction, and NPS.

• Experience with Freshservice is an advantage.

• A proactive mindset with a tendency for action, high standards, and an ownership mentality.

• Dependable, process-oriented, and comfortable in holding teams accountable.

• Exceptional emotional intelligence and influencing capabilities.

• Clear and confident communication skills when interfacing with Partner Firm and Ascend leadership.

• Demonstrated ability to coordinate effectively across Applications, Infrastructure, Cybersecurity, and Integration teams.

• Commitment to continuous improvement and a Shift Left perspective.

• A genuine passion for AI-driven service delivery.

⛳️ Requirements

• 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

• 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.