Regional IT Support Lead — AI-Driven Helpdesk Leader

Ascend Partner Services; Oregon; Hybrid; USD 110,000 - 140,000; Full time

Job summary

Ascend is seeking a Regional IT Support Lead to serve as a senior, hands-on member of its regional service desk and the primary IT relationship owner for each Partner Firm in the region. You will spend about 80% of your time solving tickets alongside L2 technicians, while supervising queue health and coaching the team to high performance.

The Lead will identify gaps, coordinate with L3/L4 teams, and ensure issues are addressed proactively, strengthening trust with partner firms and executive

Qualifications

• 5+ years of remote and deskside end user support experience.
• At least 2 years in the public accounting industry.
• Bachelor's degree and relevant IT certifications preferred.
• Deep knowledge of accounting firm applications: CCH Axcess, UltraTax, ProSystem Engagement, and Excel add-ins.
• Strong troubleshooting across Azure Virtual Desktop, Microsoft 365, Intune, Zscaler, network, and conferencing.
• Hands-on experience with Freshservice ITSM reporting and ITIL basics.
• Superior relationship management with firm leadership and clear escalations during incidents.

Responsibilities

• Hands-on support and service excellence for regional firms; maintain 80% personal ticket workload.
• Lead the regional team to achieve 80%+ first-touch resolution and 95%+ SLA adherence.
• Supervise 2–3 L2 IT Support Technicians; assign work, coach, and review queue health.
• Own escalations and coordinate with L3/L4 teams and firm leadership.
• Plan quarterly site visits and report on leader check-ins, network, and tickets.
• Meet monthly with the Regional President to review performance and needs.

Skills

End user support

Team leadership

Ticket management

Customer relationship

Azure Virtual Desktop

Microsoft 365

ITIL knowledge

Communication

Education

Bachelor's degree

Tools

Freshservice

ITSM reporting

CCH Axcess

UltraTax

Excel add-ins

Nerdio

Intune

Zscaler

Job description

Ascend is seeking a Regional IT Support Lead to serve as a senior, hands-on member of its regional service desk and the primary IT relationship owner for each Partner Firm in the region. You will spend about 80% of your time solving tickets alongside L2 technicians, while supervising queue health and coaching the team to high performance.

The Lead will identify gaps, coordinate with L3/L4 teams, and ensure issues are addressed proactively, strengthening trust with partner firms and executive