Regional IT Support Lead: Elevate Firm Tech & Support

Ascend Partner Firms; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Ascend is seeking a Regional IT Support Lead to act as a senior, hands-on member of the regional service desk and primary IT relationship owner for Partner Firms in the region.

You will spend ~80% of time working tickets with L2 technicians, supervise queue health, coach the team, and own escalations to ensure timely, high-quality support across the firms.

The role reports to the Manager of IT End User Services and includes monthly meetings with the Regional President.

Qualifications

• 5+ years of end user support (remote and deskside) experience.
• At least 2 years in the public accounting industry.
• Previous team lead or supervisory experience preferred.
• Bachelor’s degree and relevant IT certifications preferred.
• Deep knowledge of accounting firm apps and workflows (CCH Axcess, UltraTax, ProSystem Engagement, Excel add-ins).
• Strong troubleshooting across Azure Virtual Desktop, Microsoft 365, Intune, Zscaler, networking and conferencing.
• Hands-on experience with Freshservice or similar ITSM and familiarity with ITIL practices.
• Excellent relationship management with firm leadership and clear escalation communication.

Responsibilities

• Handle Freshservice queue daily with ~80% personal ticket workload.
• Lead regional team to achieve 80%+ first human touch resolution and 95%+ SLA targets.
• Deliver outstanding service to regional firms and maintain high satisfaction and NPS scores.
• Supervise 2–3 L2 IT Support Technicians and balance workload.
• Coordinate regional shift coverage, on-call rotations, and busy season weekend support.
• Own escalations for regional firms; coordinate with L3/L4 teams and firm leadership.
• Meet monthly with Regional President to review performance and needs.

Skills

Remote support

Deskside support

Team leadership

IT certifications

Accounting software

Azure Virtual Desktop

Microsoft 365

Freshservice

ITIL

Strong communication

Education

Bachelor’s degree

IT certifications preferred

Tools

Freshservice

Azure Virtual Desktop

Nerdio

Microsoft 365

Intune

Zscaler

CCH Axcess / UltraTax

Excel add-ins

Job description

Ascend is seeking a Regional IT Support Lead to act as a senior, hands-on member of the regional service desk and primary IT relationship owner for Partner Firms in the region.

You will spend ~80% of time working tickets with L2 technicians, supervise queue health, coach the team, and own escalations to ensure timely, high-quality support across the firms.

The role reports to the Manager of IT End User Services and includes monthly meetings with the Regional President.