Regional IT Support Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a senior, proactive member of the regional service desk and primary IT relationship manager for Partner Firms within the designated area.

• Manage the Freshservice queue on a daily basis, maintaining a personal ticket workload for about 80% of the time.

• Address escalated tickets and exemplify first-contact resolution.

• Direct the regional team towards achieving 80%+ first-human-touch resolution and 95%+ SLA response and resolution metrics.

• Oversee 2–3 L2 IT Support Technicians by assigning and balancing workloads, conducting daily queue assessments, mentoring staff, and contributing to scorecard evaluations.

• Organize regional shift coverage, on-call rotations, and weekend coverage during peak seasons.

• Facilitate Firm Technology Connect calls and monthly operations reviews.

• Conduct quarterly site visits for each firm and submit standardized reports.

• Manage regional escalations and collaborate with L3 Application Support, L3 Infrastructure, Cybersecurity, and Integration teams.

• Hold monthly meetings with the Regional President to discuss service performance, firm feedback, and future requirements.

• Track regional scorecards, ticket aging, SLA metrics, first-touch resolution, satisfaction ratings, process compliance, and AI resolution outcomes.

• Monitor open queues and aging tickets, ensuring that older tickets have documented resolutions communicated to the firms.

• Uphold Freshservice as the official system of record.

• Identify recurring issues and trends, bring these to problem management, and advocate for standard implementations.

• Develop Knowledge Base/how-to articles or automation requests to enhance Shift Left and AI-first resolution approaches.

• Review team-generated articles for quality assurance.

• Assist in Technology Stack Transition and hypercare for newly onboarded Partner Firms, including integrating inherited firm IT staff and evaluating them against role expectations.

⛳️ Requirements

• Minimum of 5 years of experience providing remote and deskside end-user support.

• At least 2 years of experience in the public accounting sector.

• Previous team lead or supervisory experience is preferred.

• Proven ability to coach and develop technicians effectively.

• Bachelor’s degree and relevant IT certifications are preferred but not mandatory.

• Extensive knowledge of accounting firm applications and workflows, including CCH Axcess, UltraTax, CCH ProSystem Engagement, and Excel add-ins.

• Strong troubleshooting skills across Azure Virtual Desktop (Nerdio), Microsoft 365, Intune, Zscaler, network, and conferencing environments.

• Practical experience with Freshservice or similar ITSM reporting tools to manage queue health and SLA adherence.

• Familiarity with ITIL frameworks and best practices.

• Exceptional emotional intelligence and influencing abilities.

• Established relationship management skills with firm leadership.

• Clear and timely communication during escalations.

• Proactive with a strong sense of ownership.

• Dependable and process-oriented.

🏝️ Benefits

• 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 that emphasizes empowerment, service, excellence, teamwork, and enthusiasm.