Regional IT Support Lead

Ascend Group

. Work the Freshservice queue daily, maintaining an active personal ticket workload and resolving escalated tickets .

Posted 10/15/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT support management, with a focus on first-touch resolution, SLA compliance, and team leadership. Proficient in managing ticketing systems and fostering relationships with partner firms while driving process improvements and knowledge sharing.

Highest-signal resume keywords

IT Support ManagementFirst-Touch ResolutionSLA ComplianceTeam LeadershipAccounting Firm Applications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Remote End User SupportTroubleshootingAzure Virtual DesktopMicrosoft 365FreshserviceITIL FrameworksCCH AxcessUltraTaxCCH ProSystem EngagementExcel Add-Ins

Soft Skills

CoachingRelationship ManagementClear CommunicationInfluencing SkillsBias For Action

Tools & Technologies

FreshserviceNerdioIntuneZscalerConferencing Environments

Certifications & Qualifications

Relevant IT Certifications

Industry Keywords

Public Accounting IndustryIT SupportTicket ManagementProcess AdherenceKnowledge Management

Tech Stack

Tools & technologies

AzureCyber SecurityITSM

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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