Associate Manager, Service Desk and Operations

Sandy Hook Promise; Miami (FL); Hybrid; USD 56,000 - 66,000; Full time

Benefits offered by this job

Unlimited PTO

Flexible schedules

Paid holidays and 10 days sick leave

Paid parental leave

Health, dental, and vision

Employer paid life insurance and short

401k match

Professional development stipend

Wellness & mental health support

Employer Paid Employee Assistance Prog

Job summary

Sandy Hook Promise in the United States is seeking an Associate Manager for Service Desk & Operations to lead Tier 1/2 support and oversee IT service delivery across Microsoft 365, endpoint management, and CRM platforms.

This remote-first role in a hybrid Miami-area setup requires strong triage, SLA discipline, and clear communication, with responsibilities spanning asset management, onboarding/offboarding, and ongoing documentation.

Qualifications

• 3+ years of service desk or technical support experience.
• Hands-on Microsoft 365 administration, including mailboxes, licensing, and access.
• Endpoint/device support (Windows preferred).
• User provisioning and access management across core systems.
• Experience with ITSM ticketing tools (FreshService, Jira, Zendesk).
• Comfort supporting a remote workforce in an SLA-driven environment.

Responsibilities

• Provide Tier 1/2 support via an ITSM platform (e.g., FreshService, Jira, Zendesk).
• Troubleshoot hardware, software/SaaS, and account/access issues.
• Deliver remote support using standard troubleshooting tools.
• Triage tickets by urgency and business impact.
• Maintain SLA compliance and clear user communication.
• Provision accounts, licenses, and access for new hires.
• Configure and prepare devices.
• Complete offboarding: deactivate accounts, remove access, coordinate device return.
• Ensure all lifecycle tasks are accurate and on time.
• Manage Exchange/mailboxes, license assignments, and authentication issues.
• Maintain security groups, distribution lists, and dynamic groups.
• Support SharePoint, Teams, OneDrive, and Outlook access issues.
• Provide Tier 1/2 support for Salesforce and other SaaS tools.
• Manage user access, permissions, and data visibility.
• Escalate complex issues to platform owners or vendors.
• Configure and support Windows devices; Intune enrollment.
• Handle Intune enrollment, configuration, and policy updates.
• Troubleshoot performance, OS/app failures, and patch/update issues.
• Track and maintain laptop and peripheral inventory.
• Coordinate device shipping, recovery, replacements, and lifecycle management.
• Maintain accurate asset records and documentation.
• Document tickets, troubleshooting steps, and resolutions.
• Identify recurring issues and recommend process improvements.
• Collaborate with HR, Finance, and Operations as needed.

Skills

Service desk experience

Microsoft 365 administration

Endpoint support

User provisioning & access

ITSM tools (FreshService/Jira/Zendesk)

Remote SLA support

Communication & documentation

Salesforce experience

Microsoft Intune

Asset tracking

Nonprofit experience

Tools

FreshService

Jira

Zendesk

Salesforce

Microsoft Intune

Job description

Associate Manager, Service Desk and Operations

Hybrid Role with Remote Options

About Sandy Hook Promise

Sandy Hook Promise (SHP) envisions a future where all children are free from school shootings and other acts of violence. As a national nonprofit organization, SHP’s mission is to educate and empower youth and adults to prevent violence in schools, homes, and communities. Creators of the lifesaving, evidence-informed Know the Signs prevention programs, SHP teaches the warning signs of someone who may be in crisis, socially isolated, or at‑risk of hurting themselves or others and how to get help. SHP also advances school safety, youth mental health, and responsible gun ownership at the state and federal levels through nonpartisan policy and partnerships.

SHP is led by several family members whose loved ones were killed in the tragic mass shooting at Sandy Hook Elementary School on December 14, 2012.

Commitment to Belonging, Community, Engagement, and Respect

SHP strives to ensure its culture and work environment reflect the values of belonging, community, engagement and respect. We actively seek to understand and respond to the diverse perspectives and lived experiences of individuals across socioeconomic backgrounds, rural and urban communities, and diversity of thought, in addition to traditional protected categories. We are committed to ensuring that every SHP employee feels heard, valued, and a true sense of belonging. SHP encourages individuals who share our commitment to these core values and to our mission to apply.

Location

We are a U.S.-based organization with a predominantly remote workforce. While this role is remote‑first, candidates must reside in the Miami area. The position will shift to a hybrid schedule, combining in‑office and remote work in Miami later in the year. Team members are expected to make thoughtful travel decisions that balance cost, convenience, and sustainability.

About the Role

The Associate Manager, Service Desk & Operations will play a key role in supporting Sandy Hook Promise’s technology ecosystem. They will deliver Tier 1 and Tier 2 support across Microsoft 365, endpoint management, cloud/SaaS tools, and CRM platforms such as Salesforce. Success in this role requires sharp triage skills, disciplined SLA management, and the ability to communicate clearly while documenting consistently.

Job Responsibilities

Service Desk & User Support

• Provide Tier 1/2 support via an ITSM platform (e.g., FreshService, Jira, Zendesk)
• Troubleshoot hardware, software/SaaS, and account/access issues
• Deliver remote support using standard troubleshooting tools
• Triage tickets by urgency and business impact
• Maintain SLA compliance and clear user communication

User Lifecycle Management

• Provision accounts, licenses, and access for new hires
• Configure and prepare devices
• Complete offboarding: deactivate accounts, remove access, coordinate device return
• Ensure all lifecycle tasks are accurate and on time

Microsoft 365 & Access Administration

• Manage Exchange/mailboxes, license assignments, and authentication issues
• Maintain security groups, distribution lists, and dynamic groups
• Support SharePoint, Teams, OneDrive, and Outlook access issues

CRM & SaaS Application Support

• Provide Tier 1/2 support for Salesforce and other SaaS tools
• Manage user access, permissions, and data visibility
• Escalate complex issues to platform owners or vendors

Endpoint Management

• Configure and support Windows devices
• Handle Intune enrollment, configuration, and policy updates
• Troubleshoot performance, OS/app failures, and patch/update issues

Asset & Operations Management

• Track and maintain laptop and peripheral inventory
• Coordinate device shipping, recovery, replacements, and lifecycle management
• Maintain accurate asset records and documentation

Documentation & Continuous Improvement

• Document tickets, troubleshooting steps, and resolutions
• Identify recurring issues and recommend process improvements
• Collaborate with HR, Finance, and Operations as needed
• Alignment with Sandy Hook Promise’s mission and values
• Performs additional responsibilities as needed

Desired Skills and Experience

• 3+ years of service desk or technical support experience
• Hands‑on Microsoft 365 administration, including mailboxes, licensing, and access
• Endpoint/device support (Windows preferred)
• User provisioning and access management across core systems
• Experience with ITSM ticketing tools (FreshService, Jira, or Zendesk)
• Comfort supporting a remote workforce in an SLA‑driven environment
• Strong communication, prioritization, and documentation skills
• Preferred Qualifications
  • Experience supporting Salesforce or other CRM platforms
  • Experience with Microsoft Intune or similar endpoint management tools
  • Familiarity with asset tracking and basic service reporting
  • Experience in a nonprofit or mission‑driven environment

Benefits and Salary Range

The salary range for this position is $56,000 - $66,000. SHP uses a structured internal rubric to guide salary placement and ensure equitable pay. Typically, new hires are placed at the start of the salary range to ensure equity with current employees, and as a practice, we do not negotiate salaries.

• SHP offers a competitive benefits package, including:
  • Unlimited PTO
  • Flexible schedules
  • Paid holidays and 10 days sick leave
  • Paid parental leave
  • Health, dental, and vision
  • Employer paid life insurance and short‑ and long‑term disability
  • 401k match
  • Professional development stipend
  • Wellness & mental health support
  • Employer Paid Employee Assistance Program

Equal Opportunity Employment

SHP is proud to be an equal opportunity employer. We strive to be an employer of choice: where a diverse mix of talented people want to come and do their best work. SHP does not make employment‑related decisions based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status, or any other protected characteristic. We are focused on promoting multiculturalism and inclusion so that all SHP employees feel valued and respected. We believe deeply that a diverse workforce comprised of people of all beliefs, backgrounds, and life experiences who seek to prevent gun violence and stop the tragic loss of life will make SHP a stronger, more effective organization.