IT Operations & Support Lead

Ascentria Care Alliance Careers•Worcester, MA

4d•Hybrid

About The Position

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.

Requirements

5+ years of progressive IT experience across technical support, systems administration, networking, desktop support, or a related area.
Technically strong, comfortable digging into challenging issues and finding solutions.
Service-minded, understanding that behind every ticket is a person trying to do their job.
Natural technical leader, enjoying mentoring others and raising the capabilities of the team, even without formal supervisory responsibility.
Process-oriented, noticing recurring problems and thinking, 'There has to be a better way to do this.'
Calm under pressure, able to prioritize, troubleshoot, communicate, and keep things moving when something goes down.

Nice To Haves

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

Responsibilities

Serve as a key technical resource and escalation point across Ascentria.
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.