Regional IT Support Lead

Ascend empowers entrepreneurial CPAs to reach their goals with an innovative growth model that brings their firms into the new age. Backed by People First private equity firm Alpine Investors (~$20B AUM), Ascend is the leading aggregator of regional accounting firms in the U.S., with ~3,200 employees globally and approaching $1B in revenue. Ascend has built a modern platform for regional accounting firms that enables them to stay independent in their brand, approach to client service, and cultural autonomy, while benefiting from the strategic support and resources of a large CPA firm.

Ascend provides access to growth capital, a robust talent acquisition engine, a best-in-breed technology platform, an AI development team, a catalytic leadership system, shared back-office services, and modernized growth incentives, so firms can surmount the typical challenges of the standalone partnership model and reach their full potential. Founded in January 2023, Ascend has grown rapidly both organically and through M&A, placing it among the Top 25 largest accounting firms in the U.S.

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Alpine Investors is a People First private equity firm that is committed to building great companies by working with, learning from, and developing exceptional people. Alpine prides itself on fostering cultures where people value empowerment, diversity, fairness, integrity, and intellectual honesty. Founded in 2001, Alpine specializes in investments in companies in the software and services industries. Alpine has ~$20 billion in AUM and has offices in San Francisco, New York, Salt Lake City, and Austin, TX.

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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 every Partner Firm in their assigned region. Spending approximately 80% of their time working tickets alongside the regional L2 IT Support Technicians, the Lead will also supervise daily queue health, coach the team, and own escalations for their firms so that frustration never festers.

The Regional IT Support Lead will see patterns across firms, recognize when an issue points to a larger gap (for example, an application that was not implemented to the Ascend standard), and organize the right response with L3 and L4 teams and firm leadership. As the known face of Ascend IT for every firm in the region, the Lead will deliver responsive, high‑quality support and proactive relationship ownership so that firms trust the service desk and issues are addressed before they escape.

The Regional IT Support Lead will report to the Manager of IT End User Services and meet monthly with the Regional President.

Hands‑On Support & Service Excellence

• Work the Fresh service queue daily, maintaining an active personal ticket workload (approximately 80% of time), resolving escalated tickets, and modeling first‑touch resolution for the regional team.
• Lead the regional team to resolve 80%+ of tickets at first human touch and 95%+ within SLA response and resolution time frames.
• Deliver outstanding service to regional firms, earning consistently high satisfaction and requester NPS.

Team Leadership & Coaching

• Supervise 2-3 L2 IT Support Technicians: assign and balance work, run daily queue reviews, coach and develop, and provide input to scorecard reviews.
• Keep technicians coached, balanced, and productive while carrying a meaningful personal ticket load.
• Coordinate regional shift coverage, the on‑call rotation, and busy season weekend coverage.

Partner Firm Relationships & Escalations

• Serve as the IT relationship owner for every Partner Firm in the region, leading…