Regional IT Support Lead

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

💻 IT Support

👻 Ghost score 10%

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

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2023

🤝 B2B

💼 Consulting

💰 $2M Seed Round - Ascend on 2025-02

B2B • Consulting

Ascend is a modern platform that partners with entrepreneurial CPA firms, bringing the resources and advantages of a large accounting firm while preserving each firm's independence. Backed by people-focused private equity firm Alpine Investors and founded in January 2023, Ascend provides growth capital, talent acquisition and development, transformative technology, a catalytic leadership system, shared back-office services, and modernized equity incentives to help regional accounting firms scale. The company is already recognized as a Top 25 firm by Accounting Today.

📋 Description

• Serve as a senior, hands-on member of the regional service desk and primary IT relationship owner for Partner Firms in the assigned region • Work the Freshservice queue daily, maintaining an active personal ticket workload for approximately 80% of the time • Resolve escalated tickets and model first-touch resolution • Lead the regional team toward 80%+ first-human-touch resolution and 95%+ SLA response and resolution performance • Supervise 2–3 L2 IT Support Technicians, assign and balance work, conduct daily queue reviews, coach and develop staff, and provide input to scorecard reviews • Coordinate regional shift coverage, on-call rotation, and busy-season weekend coverage • Lead Firm Technology Connect calls and monthly operations reviews • Complete quarterly site visits for every firm and file templated reports • Own regional escalations and coordinate with L3 Application Support, L3 Infrastructure, Cybersecurity, and Integration teams • Meet monthly with the Regional President to review service performance, firm feedback, and upcoming needs • Monitor regional scorecards, ticket aging, SLA, first-touch resolution, satisfaction, process adherence, and AI resolution • Control open queues and aging tickets, ensuring older tickets have documented plans communicated to firms • Reinforce Freshservice as the system of record • Identify recurring issues and trends, bring them to problem management, and drive standard implementations • Create Knowledge Base/how-to articles or automation requests to support Shift Left and AI-first resolution • Review team articles for quality • Support Technology Stack Transition and hypercare for newly joining Partner Firms, including onboarding inherited firm IT staff and evaluating them against role criteria

🎯 Requirements

• 5+ years of experience providing remote and deskside end user support • At least 2 years of experience in the public accounting industry • Prior team lead or supervisory experience preferred • Demonstrated ability to coach and develop technicians • Bachelor's degree and relevant IT certifications preferred, but not required • Deep knowledge of accounting firm applications and workflows, including CCH Axcess, UltraTax, CCH ProSystem Engagement, and Excel add-ins • Strong troubleshooting across Azure Virtual Desktop (Nerdio), Microsoft 365, Intune, Zscaler, network, and conferencing environments • Hands-on experience using Freshservice or comparable ITSM reporting to manage queue health and SLA • Familiarity with ITIL frameworks and best practices • Superior EQ and influencing skills • Proven relationship management with firm leadership • Clear, timely communication during escalations • Bias for action and an ownership mentality • Reliable and process-driven

🏖️ 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 • Values-driven culture emphasizing empowerment, service, excellence, teamwork, and enthusiasm