Regional IT Support Lead

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

💻 IT Support

👻 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

• Work the Freshservice queue daily, maintaining an active personal ticket workload and resolving escalated tickets • Model first-touch resolution and lead the regional team toward 80%+ first-human-touch resolution and 95%+ SLA compliance • Supervise 2–3 L2 IT Support Technicians, assign and balance work, conduct queue reviews, coach and develop staff, and provide scorecard input • Coordinate regional shift coverage, on-call rotation, and busy-season weekend coverage • Serve as IT relationship owner for every Partner Firm in the assigned region • Lead Firm Technology Connect calls and monthly operations reviews • Plan and complete quarterly site visits for every firm and submit templated reports • Own and coordinate escalations with L3 Application Support, Infrastructure, Cybersecurity, and Integration teams • Meet monthly with the Regional President regarding 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 single system of record • Identify recurring issues and trends, bring them to problem management, and drive standard implementations • Create and improve knowledge-base and how-to content to support Shift Left and AI-first incident resolution • Support Technology Stack Transition and hypercare for newly joining Partner Firms, including onboarding inherited 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, with 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, with proven relationship management with firm leadership and 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 ownership, wholehearted service, excellence, teamwork, and enthusiasm