IT End User Services Manager

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ascend Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📦 Logistics

📣 Marketing

💳 Fintech

💰 $150M Series C on 2021-09

Logistics • Marketing • Fintech

Ascend Group is a leading regional online business in Southeast Asia, focused on creating life opportunities for all through innovative digital services and infrastructure. The organization encompasses several brands including Ascend Money, a fintech company providing financial services, Ascend Commerce, a prominent e-commerce operator, and True Internet Data Center, a cloud service provider. Additionally, Ascend Bit is dedicated to developing blockchain solutions, propelling businesses towards digital transformation and growth in the digital economy.

📋 Description

• Build and run an Ascend-owned, AI-first service desk for 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 to self-service and AI resolution • Lead, hire, and develop Regional IT Support Leads and regional L2 IT Support Technicians • 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 rotation with P1 and VIP paging, and busy-season weekend coverage • Manage the team within approved headcount and budget • Own service desk performance against AI resolution, first-touch resolution, SLA attainment, ticket aging, requester satisfaction, NPS, process adherence, and on-site presence metrics • 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 all regions • Analyze 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; escalate only the most serious matters to IT Operations leadership with context, options, and recommendations • Capture qualitative feedback from firm leadership and Regional Presidents • Ensure every Partner Firm receives a monthly operations review and quarterly site visit • 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 • Improve Knowledge Base and how-to article quality 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

• 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

• Fair and equal employment opportunity for all candidates regardless of protected characteristics • Values-driven culture emphasizing entrepreneurship, positivity, kindness, excellence, teamwork, and enthusiasm