IT Operations Lead

The IT Operations Lead is a senior-level, individual contributor role responsible for the operational health of the IT technician team. This position serves as the functional hub of day-to-day IT operations owning workload coordination, Tier 2 resolution standards, and the development of technician capability. The IT Operations Lead works in close collaboration with the Systems Architect, who owns network and systems infrastructure, and reports directly to the Director of Information Technology., This role is well suited for an experienced IT professional who is ready to take ownership of operational workflows, develop others, and serve as the connective tissue between frontline support and senior technical leadership., Operational Coordination

• Manage and distribute IT operations workload across the technician team, ensuring tickets and support requests are appropriately prioritized and assigned
• Own Tier 2 support escalation standards, including defining resolution criteria and serving as the primary escalation point before requests reach senior technical staff
• Monitor team task completion, identify workflow gaps, and recommend process improvements to the Director of IT

Technician Development

• Assist in the professional development of IT technicians through guided troubleshooting, knowledge transfer, and day-to-day mentorship
• Collaborate with the Director of IT and Systems Architect to develop and maintain IT operational SOPs
• Conduct or coordinate end-user training as assigned

Technical Responsibilities

• Provide Tier 2 technical support for hardware, software, network connectivity, and Microsoft application issues
• Oversee end-user device lifecycle and software license management
• Support installation, configuration, and maintenance of PC hardware and software
• Support wireless devices and network-connected peripherals including printers
• Collaborate with the Systems Architect on infrastructure maintenance tasks as needed

Asset and Inventory Management

• Maintain accurate IT operations inventory, including tracking and documentation of hardware assets
• Ensure defective equipment repairs are tracked through to completion

Secondary Responsibilities

• Install network wiring as needed
• Lift, maneuver, and transport computers, components, and equipment as required
• Serve in project lead capacity for assigned IT initiatives based on organizational needs
• Perform other duties as assigned by the Director of Information Technology

Do you have experience in Peripheral hardware support?, Do you have a Associate’s degree?, * Associate degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and experience

• Minimum of three years of hands-on IT support experience in an organizational environment
• Demonstrated experience with Microsoft 365 applications and administration
• Experience troubleshooting PC hardware, software, network connectivity, and peripheral devices
• Strong written and verbal communication skills with the ability to convey technical concepts to non-technical end users

Preferred Qualifications

• Prior experience in a lead, senior, or team coordination role within an IT environment
• Familiarity with IT service management principles, ticketing systems, or helpdesk operations
• Experience contributing to or authoring standard operating procedures (SOPs) or technical documentation
• Exposure to virtualization, Active Directory, or endpoint management platforms
• Experience working in a nonprofit, healthcare, or human services environment