IT Operations Lead for Education & Programs

The Community Group; Lawrence (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

The Community Group seeks an IT Operations Manager to lead the internal technology support team across Lawrence, MA. You will ensure staff have reliable systems and oversee Tier 2+ technical work, coordinating with our external IT partner for projects including site moves.

The role requires strong ITIL-aligned service desk leadership, inventory and purchasing oversight, and hands-on troubleshooting of Microsoft 365, Google Workspace, and Meraki networks.

Qualifications

• Three or more years managing an IT helpdesk or service desk team with coaching and performance management.
• Tier 2 technical capability across Microsoft 365, Intune, identity and access management, and endpoint/network troubleshooting.
• Experience administering Google Workspace and a managed Chromebook fleet.
• Experience setting service desk standards and reporting performance against ITIL or similar frameworks.
• Experience owning IT inventory and purchasing within a budget and justifying purchases by operational impact.
• Strong organizational skills, ability to manage multiple priorities, and communicate changes clearly.
• Familiarity with Meraki or equivalent network equipment; security awareness training platforms; remote monitoring tools.
• Relevant certifications such as ITIL v5, CompTIA A+/Network+, or Microsoft 365 admin credential (preferred).

Responsibilities

• Lead IT services support department, including work assignments, schedules, site coverage, and daily prioritization.
• Oversee ticket intake, categorization, documentation, and response/resolution expectations.
• Coordinate with external IT partner for projects, site moves, and new site build-outs.
• Maintain hardware and software inventory across all sites; own device lifecycle and procurement timelines.
• Track spend against the technology budget and reconcile license counts.
• Serve as the agency's daily point of contact for technology vendors and contractors.

Skills

IT team management

Microsoft 365 admin

Windows endpoint management

Google Workspace admin

ITIL framework

Budgeting & purchasing

Meraki network familiarity

Bilingual English/Spanish

Education

Bachelor's degree in IT or related

Tools

Meraki Dashboard

Intune

Microsoft 365 admin portal

Google Workspace admin console

Job description

The Community Group seeks an IT Operations Manager to lead the internal technology support team across Lawrence, MA. You will ensure staff have reliable systems and oversee Tier 2+ technical work, coordinating with our external IT partner for projects including site moves.

The role requires strong ITIL-aligned service desk leadership, inventory and purchasing oversight, and hands-on troubleshooting of Microsoft 365, Google Workspace, and Meraki networks.