Regional IT Support Lead

Ascend

. Serve as a senior, hands-on member of the regional service desk and primary IT relationship owner for Partner Firms in the assigned region .

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

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in remote and deskside end user support, with a strong focus on managing service desk operations and team leadership. Proficient in troubleshooting accounting firm applications and ITSM tools, ensuring high performance in SLA and first-touch resolution metrics.

Highest-signal resume keywords

Freshservice ManagementAzure Virtual Desktop TroubleshootingCCH Axcess ExpertiseTeam Leadership and DevelopmentITIL Framework Familiarity

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

End User SupportTroubleshootingSLA ManagementQueue ManagementKnowledge Base CreationProcess AdherenceAutomation RequestsExcel Add-insNetwork TroubleshootingConferencing Environment Support

Soft Skills

Coaching and DevelopmentClear CommunicationRelationship ManagementBias for ActionOwnership Mentality

Tools & Technologies

Microsoft 365IntuneZscalerNerdioITSM Reporting

Certifications & Qualifications

Relevant IT CertificationsBachelor's Degree

Industry Keywords

Public Accounting IndustryAccounting Firm ApplicationsFirst-Touch ResolutionService Desk OperationsProblem Management

Tech Stack

Tools & technologies

AzureCyber SecurityITSM

About the role

Key responsibilities & impact

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

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
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

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 empowerment, service, excellence, teamwork, and enthusiasm