IT Operations & Support Lead

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

Worcester, MA | Hybrid - 4 Days Onsite, 1 Optional Remote Day

Your IT expertise can do more than keep systems running. It can help keep a mission moving.

At Ascentria Care Alliance, technology connects people across programs, locations, and communities—and when it works well, our employees can focus on what matters most: serving others.

We’re looking for an experienced IT Operations & Support Lead who loves solving problems, improving how things work, and being the person others turn to when a technical challenge needs to be figured out.

This is a hands-on technical leadership role for someone who can tackle complex Tier II and Tier III issues while also strengthening helpdesk operations, mentoring team members, improving processes, and helping us deliver a consistently great technology experience across the organization.

What You’ll Do

• 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 help 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

Who We’re Looking For

You may be a great fit if you bring 5+ years of progressive IT experience across technical support, systems administration, networking, desktop support, or a related area—and you’re ready to be more than the person who simply closes tickets.

We’re Especially Interested In Someone Who Is

• Technically strong.
• Service-minded.
• A natural technical leader.
• Process-oriented. You notice recurring problems and think, There has to be a better way to do this.
• Calm under pressure.

Experience in a multi-site, healthcare, senior care, nonprofit, human services, or regulated environment is a plus.

Why Ascentria?

This isn't IT for IT's sake.

Reliable, secure, accessible technology helps our employees deliver healthcare, senior services, and community programs to the people who depend on us. Your work behind the scenes directly supports the work happening in our communities every day.

If you’re ready to bring your technical expertise, problem-solving skills, and leadership to an organization where your work has a bigger purpose, we’d love to meet you.

08/2026