Hybrid IT Operations Lead - Problem Solver & Mentor

Language Bank; Worcester (MA); Hybrid; USD 110,000 - 140,000; Full time

Job summary

Ascentria Care Alliance in Worcester, MA is seeking an IT Operations & Support Lead to tackle Tier II/III issues and strengthen helpdesk operations. You will mentor staff, improve processes, and deliver a secure technology experience across our healthcare and community programs.

The role combines hands-on troubleshooting with leadership to ensure reliable systems, from Windows Server and Active Directory to Microsoft 365 services, across multiple sites.

Qualifications

• 5+ years of progressive IT experience across technical support, systems administration, networking, desktop support, or related area.
• You are ready to be more than the person who simply closes tickets.

Responsibilities

• Troubleshoot complex Tier II and Tier III technical issues.
• Support Windows Server, Active Directory, networking, VPNs, firewalls, switching, routing, and wireless environments.
• Administer and troubleshoot Microsoft 365, including Teams, Exchange Online, SharePoint, OneDrive, and Entra ID.
• Support Windows devices, printers, peripherals, Android and iPhone devices.
• Monitor helpdesk activity and ensure tickets have clear ownership, communication, and timely resolution.
• Provide technical guidance, coaching, and mentorship to IT team members.
• Strengthen cybersecurity, access-control, endpoint-protection, and business-continuity practices.
• Improve documentation, SOPs, knowledge-base resources, and escalation processes.
• Partner with vendors and support projects including upgrades, migrations, office moves, site openings, and acquisitions.

Skills

IT leadership

Problem solving

Service-minded

Process-oriented

Calm under pressure

Tools

Windows Server

Active Directory

Microsoft 365

Teams

Exchange Online

SharePoint

OneDrive

Entra ID

VPN

Firewall

Job description

Ascentria Care Alliance in Worcester, MA is seeking an IT Operations & Support Lead to tackle Tier II/III issues and strengthen helpdesk operations. You will mentor staff, improve processes, and deliver a secure technology experience across our healthcare and community programs.

The role combines hands-on troubleshooting with leadership to ensure reliable systems, from Windows Server and Active Directory to Microsoft 365 services, across multiple sites.