IT Operations Lead — Hybrid, Mentor & Resolve Complex Issues

Luther Ridge; Worcester, Northern (MA, KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Ascentria Care Alliance in Worcester, MA is seeking an IT Operations & Support Lead to drive hands-on technical leadership, mentor staff, and strengthen helpdesk operations. This role focuses on resolving Tier II/III issues while elevating processes and service quality across the organization.

The position requires 5+ years of IT experience across support, administration, and networking, with a proactive, service-minded, and calm-under-pressure mindset.

Qualifications

• 5+ years of progressive IT experience across technical support, systems administration, networking, desktop support, or related area.
• Experience in multi-site, healthcare or nonprofit environments is a plus.

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

Technical support

Systems administration

Networking

Desktop support

Mentorship

Leadership

Documentation

Cybersecurity

Tools

Windows Server

Active Directory

VPNs

Firewalls

Switching & Routing

Wireless networks

Microsoft 365

Teams

Exchange Online

SharePoint

OneDrive

Entra ID

Job description

Ascentria Care Alliance in Worcester, MA is seeking an IT Operations & Support Lead to drive hands-on technical leadership, mentor staff, and strengthen helpdesk operations. This role focuses on resolving Tier II/III issues while elevating processes and service quality across the organization.

The position requires 5+ years of IT experience across support, administration, and networking, with a proactive, service-minded, and calm-under-pressure mindset.