About the role

Role Overview

The IT Service Delivery Manager (HelpDesk) will lead Elevate’s internal IT Help Desk, ensuring reliable, secure, and responsive support for employees across a growing, multi-firm platform.

Responsibilities

Help Desk Leadership & Service Delivery
- Lead and manage the internal IT Help Desk supporting all Elevate platform firms
- Own service delivery across support tiers, ensuring SLAs, response times, and resolution targets are met
- Serve as the primary escalation point for complex technical issues and service disruptions
- Monitor ticket queues, workloads, and staffing to ensure proper coverage and prioritization
- Ensure consistent support quality across locations, firms, and time zones
Team Management & Development
- Directly manage Desktop Support Analyst I & II
- Set expectations, define performance metrics, and create development plans
- Coach, mentor, and upskill the team to improve technical depth and customer service
Process, Documentation & Continuous Improvement
- Design, implement, and continuously improve service delivery processes (intake, triage, escalation, resolution)
- Maintain/enhance knowledge base, SOPs, and end-user documentation
- Identify recurring issues and root causes; implement preventative solutions
- Drive standardization of tools, workflows, and service practices
Technology & Vendor Management
- Create/manage helpdesk tooling (ticketing, remote support, device management tools)
- Partner with IT leadership and external vendors (e.g., MSP, cybersecurity, hardware providers)
- Coordinate onboarding/offboarding technology workflows with HR/People Ops
- Manage device lifecycle (laptops, peripherals, access provisioning)
Security, Compliance & Risk Management
- Enforce IT security best practices, access controls, and acceptable use policies
- Support security initiatives (endpoint protection, MFA, phishing response, patching)
- Assist with audits/compliance documentation for internal controls
- Ensure incident response and escalation procedures are followed

Requirements

8+ years of experience in IT support or service desk roles
2+ years in a leadership/supervisory capacity
Strong knowledge of Microsoft 365 and Windows/macOS environments
Experience managing ticketing systems and IT service workflows
Proven ability to lead teams, manage priorities, and handle escalations
Strong communication and customer-service orientation

Compensation & Benefits

Compensation based on experience and aligned with market rates
Medical, Dental, Vision, 401(k), discretionary performance bonus
Generous PTO and paid firm holidays

About Elevate

Elevate LLC is a next-generation professional services platform that partners with entrepreneurial accounting, tax, and advisory firms. It helps firms scale by providing capital, operational support, technology, and strategic guidance while preserving their independence and culture.