Elevate LLC is a next-generation professional services platform built to partner with entrepreneurial, growth-focused accounting, tax, and advisory firms. Our mission is to empower firms and their leaders by providing capital, operational support, technology, and strategic guidance to help them scale while preserving their independence and culture.
Role Summary
We are seeing a IT Service Delivery Manager to be responsible for the day‑to‑day performance, quality, and scalability of Elevate’s internal IT Help Desk function. This role ensures timely, high‑quality support for employees across the platform while establishing service standards, improving processes, and acting as the escalation point for complex technical and service issues. This role manages the Desktop Support Analysts.
This role blends people leadership, operational rigor, and hands‑on technical oversight, ensuring a reliable, secure, and responsive IT experience for a growing, multi‑firm professional services platform.
Key Responsibilities
Service Desk Leadership & Operations
Lead and manage the internal IT Help Desk function supporting all Elevate platform firms
Own service delivery across all support tiers, ensuring SLAs, response times, and resolution targets are met
Act as the primary escalation point for complex technical issues and service disruptions
Monitor ticket queues, workloads, and staffing levels to ensure adequate coverage and prioritization
Ensure consistent, high‑quality support across locations, firms, and time zones
Team Management & Development
Directly manage Desktop Support Analyst I & II team members
Establish clear expectations, performance metrics, and development plans for the helpdesk team
Coach, mentor, and upskill team members to improve technical depth and customer service
Process, Documentation & Continuous Improvement
Design, implement, and continuously improve IT service delivery processes (intake, triage, escalation, resolution)
Maintain and enhance IT knowledge base, SOPs, and end‑user documentation
Identify recurring issues and root causes; implement preventative solutions
Drive standardization of tools, workflows, and service practices across the platform
Partner with internal IT leadership and external vendors (MSP, cybersecurity, hardware providers)
Coordinate onboarding/offboarding technology workflows with HR and People Ops
Support device lifecycle management (laptops, peripherals, access provisioning)
Security, Compliance & Risk Management
Enforce IT security best practices, access controls, and acceptable use policies
Support cybersecurity initiatives (endpoint protection, MFA, phishing response, patching)
Assist with audits, compliance requirements, and documentation for internal controls
Ensure incident response and escalation procedures are clearly defined and followed
Qualifications & Experience
8+ years of experience in IT support or service desk roles, including 2+ years in a leadership or supervisory capacity
Strong working knowledge of Microsoft 365, Windows/macOS environments, and common business applications
Experience managing ticketing systems and IT service workflows
Proven ability to lead teams, manage priorities, and handle escalations calmly and effectively
Strong communication and customer‑service orientation
Compensation & Benefits
Compensation for this role is based on experience and is aligned with market rates. We value our team members and are committed to their success and well-being. As part of our comprehensive benefits and compensation package, we offer:
Medical, Dental, and Vision plans
401(k) plan
Generous Paid Time Off (PTO)
Paid Firm Holidays
Discretionary Performance Bonus
Eligibility for benefits is determined based on position, hours worked, and other criteria. Specific
details will be provided during the hiring process.
Elevate and its related subsidiaries are equal opportunity employers. The Firm is committed to providing equal employment opportunity to all persons in connection with hiring, assignment, promotion, compensation or other conditions of the employment relationship regardless of race, color, age, sex, marital status, disability, pregnancy, citizenship, philosophy/religion, national
origin, sexual orientation, gender identity, military or veteran status, political affiliation or belief,
or any other status protected by federal, state or local law.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Business Consulting and Services, Financial Services, and Professional Services
Referrals increase your chances of interviewing at Elevate by 2x