IT Operations & Support Lead

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

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

You’ll serve as a key technical resource and escalation point across Ascentria, with opportunities to:

• 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. You’re comfortable digging into challenging issues and finding solutions.

Service-minded. You understand that behind every ticket is a person trying to do their job.

A natural technical leader. You enjoy mentoring others and raising the capabilities of the team, even without formal supervisory responsibility.

Process-oriented. You notice recurring problems and think, There has to be a better way to do this.

Calm under pressure. When something goes down, you can prioritize, troubleshoot, communicate, and keep things moving.

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

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.