Associate Manager, Service Desk & Operations
About The Position
The Associate Manager, Service Desk & Operations is a hands-on Tier 1/Tier 2 technology professional who independently owns day-to-day service desk operations, endpoint support activities, and assigned technology workstreams. The role resolves routine technical issues with minimal supervision, uses sound judgment to determine when to escalate, identifies opportunities to improve support processes, and provides high-quality support to staff across the organization. The position focuses on responsive ticket management, accurate documentation, Windows endpoint support, and troubleshooting Microsoft 365, internet and Wi-Fi connectivity, and Avaya Cloud Office. It supports Sandy Hook Promise technology nationwide, including deployment, management, and troubleshooting of laptops and related technology for remote employees. On scheduled on-site days in Miami, the role provides hands-on support for workstations, peripherals, and office technology, and coordinates additional site visits and vendor support as needed. This is a full-time, hybrid role based at the National Crisis Center in Miami, Florida, with three days per week on-site. Applicants must reside in the Miami-Dade County or Broward County area and be able to reliably commute to the office on designated in-person days. The role requires lifting 20–25 pounds, standing and walking around the office for short periods, and operating standard office equipment. The employee must obtain the Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) certification within one year of employment; SHP will support training and examination costs in accordance with its professional development policies. Other duties may be identified based on organizational needs.
Requirements
- 1–2 years of progressively responsible experience in IT service desk, desktop support, endpoint management, or technical support, including independently managing tickets and resolving routine issues with limited supervision.
- The posting also lists 2+ years of experience in IT service desk, desktop support, endpoint management, or a related technical support role, with demonstrated ability to manage tickets, troubleshoot issues, document solutions, and coordinate hardware repairs and replacements.
- Experience supporting Windows 10/11, Microsoft 365 applications, user access, and endpoint management through Microsoft Intune and Microsoft Entra ID, including device enrollment, application deployment, compliance review, and user/group administration.
- Experience using ITSM platforms such as Freshservice, Jira Service Management, or Zendesk.
- Experience working with external partners, including managed service providers, internet service providers, and telecommunications vendors, to resolve incidents and service requests.
- Strong customer service, communication, documentation, troubleshooting, and prioritization skills.
- Ability to resolve routine issues independently, exercise sound judgment, communicate effectively with nontechnical users, and contribute to process improvements.
- Must reside in the Miami-Dade County/Broward County area and be able to reliably commute to the Miami office on designated in-person days.
- Ability to lift 20–25 pounds, stand and walk around the office for short periods, and operate standard office equipment.
- Commitment to SHP’s mission and values.
- Must obtain the Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) certification within one year of employment.
Nice To Haves
- Experience with Windows Autopilot, shared-device configurations, and advanced Microsoft Intune administration.
- Exposure to Meraki networking, Wi-Fi infrastructure, and vendor-supported network troubleshooting.
- Experience supporting remote and distributed workforces, nonprofit organizations, or service-oriented environments.
- CompTIA A+, Network+, Microsoft certifications, or related technical training.
- Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) certification.
Responsibilities
- Manage and resolve incidents and service requests in Freshservice or a comparable ITSM system, accurately categorizing, prioritizing, assigning, tracking, and closing tickets in accordance with SLAs.
- Troubleshoot Windows, Microsoft 365, account access, common SaaS issues, printers, peripherals, and remote-work tools.
- Document solutions consistently, contribute reusable fixes to the knowledge base, identify incomplete tickets, and follow up on unresolved requests.
- Maintain timely ticket updates, troubleshooting histories, user communications, resolution notes, and escalation handoffs.
- Independently manage service desk responsibilities, identify recurring issues and support trends, recommend practical process improvements, and implement approved enhancements.
- Prepare, deploy, troubleshoot, and recover Windows laptops and desktops, including shared workstations, and diagnose hardware failures involving computers and accessories.
- Support Microsoft Intune enrollment, Windows Autopilot provisioning, Microsoft Entra device registration and join troubleshooting, configuration policies, updates, and application deployment.
- Investigate device compliance, sign-in, synchronization, connectivity, driver, and application installation problems, escalating complex configuration changes appropriately.
- Check warranty or extended-support coverage; open and manage manufacturer or vendor repair cases; arrange shipping or on-site service; and keep users informed through repair, replacement, and return to service.
- Maintain accurate hardware inventory and coordinate secure data backup, device resets, replacements, shipping, returns, and recycling in accordance with policy.
- Provision and deprovision user accounts, access, and licenses through approved onboarding and offboarding workflows.
- Support Exchange Online, Teams, SharePoint, OneDrive, Outlook, Microsoft 365 groups, and multifactor authentication.
- Provide first-line access and usability support for approved business applications, escalating application-specific configuration or data issues to designated owners.
- Write, maintain, and improve knowledge base articles, how-to guides, and repeatable troubleshooting instructions for colleagues and end users.
- Partner with Sandy Hook staff and external vendors, communicating status, expected timelines, workarounds, and next steps in plain language.
- Identify and implement improvements to support operations, documentation, ticket workflows, onboarding materials, and technology processes within established guidelines.
- Provide nationwide support for remote staff and hands-on support for workstations, peripherals, and office technology during scheduled on-site days in Miami.
- Obtain the Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) certification within one year of employment.
- Perform other duties identified as organizational needs.
Benefits
- Unlimited PTO
- Flexible schedules
- Paid holidays
- 10 days sick leave
- Paid parental leave
- Health insurance
- Dental insurance
- Vision insurance
- Employer-paid life insurance
- Short- and long-term disability
- 401(k) match
- Professional development stipend
- Wellness and mental health support
- Employer-paid Employee Assistance Program
- Laptop and remote office support
- Home office reimbursement
- Monthly Wi-Fi reimbursement up to $40
- Monthly cell phone reimbursement up to $50
- Training and examination cost support for the required MD-102 certification in accordance with professional development policies
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
