Associate Manager, Service Desk and Operations

About the role

The Associate Manager, Service Desk & Operations supports Sandy Hook Promise's technology ecosystem by delivering Tier 1 and Tier 2 support across Microsoft 365, endpoint management, cloud/SaaS tools, and CRM platforms such as Salesforce.

Job 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
• 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
• Perform 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
• 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
• 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