IT Operations Lead at Bristol Elder Services Inc – Fall River, Massachusetts

IT Operations Lead $81,643.12

Position Summary:

The IT Operations Lead is responsible for the day-to-day operation, reliability, security, and support of the organization’s technology environment. This role works in close coordination with the organization’s outsourced managed IT service provider (MSP), which oversees network security and core infrastructure.

This position blends hands-on technical support with operational oversight, documentation, vendor coordination, and limited internal leadership. The IT Operations Lead ensures employees—both on-site and remote—have reliable, secure, and efficient access to the technology tools they need to do their work.

The ideal candidate is service-oriented, organized, and comfortable working independently in a fast-paced environment while collaborating with external partners.

Principal Responsibilities:

IT Operations & User Support

• Provide hands-on support for desktops, laptops, mobile devices, printers, and peripherals
• Troubleshoot hardware, software, and connectivity issues across Windows, macOS, and mobile platforms
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint
• Manage help desk operations, including ticket tracking, prioritization, and resolution
• Perform routine system updates, diagnostics, and preventative maintenance to minimize downtime

Network & Systems Coordination (with Outsourced IT Provider)

• Act as the internal liaison to the outsourced managed IT service provider for:
  • Network connectivity and performance
  • Network security, firewalls, VPNs, and backups
  • Server, cloud, and infrastructure support
• Monitor system availability and escalate issues to the MSP as appropriate
• Ensure internal compliance with established security policies and best practices
• Maintain awareness of the organization’s network and systems environment without direct responsibility for network architecture or 24/7 monitoring

Vendor, Asset & License Management

• Manage software licenses, subscriptions, renewals, and security certificates
• Coordinate with vendors for procurement, repairs, and support services
• Assist in evaluating and recommending technology tools that support organizational needs

Documentation, Training & Collaboration

• Create and maintain IT documentation, procedures, and user guides
• Train staff on technology systems, tools, and basic cybersecurity best practices
• Consult with staff to understand technology needs and improve system usability
• Communicate technology updates, outages, and changes to employees as needed

Leadership & Coordination

• Provide guidance and oversight for an internal IT support role
• Coordinate IT-related activities across departments and with external vendors
• Participate in IT planning and budgeting discussions
• Serve as internal project lead for technology & communication upgrades
• Provide occasional after-hours support as needed to maintain system availability

Qualifications:

Education and Experience:

• Bachelor’s degree in an IT-related field
• 5–8 years of experience in IT support, systems administration, or IT operations
• Experience working with outsourced or managed IT service providers preferred
• Industry certifications (e.g., CompTIA A+, Network+, Security+, Microsoft) preferred

Special Skills/Knowledge:

• Strong troubleshooting and problem-solving skills
• Working knowledge of networking concepts (LANs, VPNs, firewalls)
• Proficiency with Windows and macOS operating systems
• Experience supporting Microsoft 365 and SharePoint file sharing and permissions
• Familiarity with Mobile Device Management (MDM) for iOS & Android devices
• Familiarity with conference room AV systems
• Strong customer service, communication, and organizational skills
• Ability to work independently, manage multiple priorities, and meet deadlines
• Valid driver’s license and reliable transportation
• Ability to lift up to 25 pounds
• Willingness to work outside standard business hours as needed

This job description is intended to be general, will evolve over time, and is subject to periodic updating. This job description does not constitute a written or implied contract of employment.