Regional IT Support Lead

About Ascend

Ascend empowers entrepreneurial CPAs to reach their goals with an innovative growth model that brings their firms into the new age. Backed by PeopleFirst 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.

For more information, visit ascendtogether.com.

About Alpine Investors

Alpine Investors is a PeopleFirst 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.

For more information on the firm, visit www.alpineinvestors.com.

Position Summary

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 escalate.