IT Operations & Support Lead
About The Position
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. 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.
Requirements
- 5+ years of progressive IT experience across technical support, systems administration, networking, desktop support, or a related area
- 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.
Nice To Haves
- Experience in a multi-site, healthcare, senior care, nonprofit, human services, or regulated environment
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 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
