Associate Manager, Service Desk and Operations

Sandy Hook Promise•, (Multiple States)

19d•$56,000 - $66,000•Hybrid

About The Position

The Associate Manager, Service Desk & Operations will play a key role in supporting Sandy Hook Promise’s technology ecosystem. You’ll 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.

Requirements

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

Nice To Haves

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

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
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
Alignment with Sandy Hook Promise’s mission and values
Performs additional responsibilities as needed