Hybrid IT Ops Lead: Mentoring, Tier II/III Support

Ascentria Care Alliance

Worcester (MA)

Hybrid

USD 95,000 - 125,000

Full time

14 days+

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Job summary

Ascentria Care Alliance is seeking an IT Operations & Support Lead in Worcester, MA for a hybrid role with four days onsite and one optional remote day. You will serve as a hands-on technical leader, tackle Tier II/III issues, mentor teammates, strengthen helpdesk operations, and advance security, documentation, and process improvements across our healthcare nonprofit.

You’ll collaborate across programs and sites to deliver reliable technology that supports patient care and community

Qualifications

5+ years of progressive IT experience in technical support, systems administration, networking, or desktop support.
Ability to tackle Tier II/III issues and improve helpdesk operations.
Experience mentoring IT staff and guiding projects.
Experience in healthcare, nonprofit, or regulated environments is a plus.

Responsibilities

Troubleshoot complex Tier II and Tier III issues.
Support Windows Server, Active Directory, networking, VPNs, firewalls, switching, routing, and wireless environments.
Administer and troubleshoot Microsoft 365 services, 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.