IT Support and Endpoint Manager

Direct Relief•Santa Barbara, CA

9d•Onsite

About The Position

Direct Relief is a humanitarian organization headquartered in Santa Barbara. The IT Support and Endpoint Manager is a hands-on IT leader responsible for day-to-day IT support operations, service desk staff, endpoint management, and onsite technical support for approximately 250 staff and Windows laptops. The role serves as the onsite Intune expert, escalates complex help desk issues, responds to urgent Microsoft 365 and network problems, and leads IT support for conference rooms, all-staff meetings, and organizational events. Managed service partners handle network engineering, cloud infrastructure, Microsoft 365 administration, projects, and consulting. The manager is their day-to-day counterpart, routing work, reviewing quality, tracking service-level agreements, escalating missed commitments, and handling urgent technical work onsite when waiting for a partner is not practical. The position also maintains IT procedures and service desk operations, leads endpoint and end-user projects, and supports device lifecycle and endpoint security. The position is onsite at Direct Relief’s Santa Barbara headquarters and supports staff in person every day. Candidates from outside the area may be considered if ready to relocate; relocation assistance may be available for the right candidate. Applicants must have U.S. work authorization; sponsorship is not available.

Requirements

At least 5 years of progressive IT experience, including senior-level support or systems administration in an organization of 100 or more users.
At least 2 years leading IT operations or a service desk, including staff supervision, priority management, and ownership of service quality.
Experience managing managed service providers or vendors day to day and holding them to SLAs.
Deep hands-on Microsoft Intune experience, including Autopilot, configuration profiles, compliance policies, app deployment, and troubleshooting.
Solid Microsoft 365 administration experience, including Entra ID, licensing, Exchange Online, and Teams.
Strong networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, and wireless.
Hands-on experience troubleshooting managed switches, firewalls, and VPN connectivity.
A track record of writing clear documentation, procedures, and runbooks.
Excellent communication with non-technical staff and leadership, including explaining issues and trade-offs plainly.
Availability for occasional early, evening, or weekend work for events, maintenance windows, and urgent issues.
Must have U.S. work authorization; sponsorship is not available.
Ability to regularly lift and move equipment weighing up to 40 pounds, such as laptops, monitors, and AV gear.

Nice To Haves

Certifications such as Microsoft MD-102 (Endpoint Administrator), MS-102 (Microsoft 365 Administrator), CompTIA Network+, or Security+.
Experience with enterprise firewalls; Palo Alto is a plus.
Experience with cloud-managed switching and wireless, such as Juniper Mist or similar.
Experience supporting Microsoft Teams Rooms or other conference room and AV systems.
Familiarity with hybrid identity using on-premises Active Directory with Entra ID.
Experience with IT asset and budget tracking.
PowerShell scripting for routine administration.
ITIL Foundation or similar IT service management training.
Experience with Halo ITSM or a similar ITSM platform.
Nonprofit or mission-driven organization experience.

Responsibilities

Run day-to-day IT operations, set priorities, manage the service desk queue and service-level agreements, and own end-user experience quality.
Supervise, mentor, and develop help desk staff, including training plans and day-to-day coaching.
Manage day-to-day relationships with managed service partners by routing work, reviewing quality, tracking SLAs, and escalating missed commitments.
Report service desk and partner performance to IT leadership.
Write and maintain IT procedures, runbooks, and standards.
Lead endpoint and end-user projects, including device refreshes and collaboration-tool rollouts, from planning through deployment.
Serve as the senior onsite IT contact for staff and leadership and make day-to-day operational decisions.
Act as the help desk escalation point and resolve issues in person and remotely.
Troubleshoot hardware, software, Microsoft 365, and connectivity problems through resolution.
Convert recurring issues into knowledge base articles and permanent fixes.
Manage approximately 250 Windows laptops through Intune, including Autopilot enrollment, configuration profiles, compliance policies, app deployment, and update rings.
Troubleshoot complex device and policy issues, make urgent Intune changes through the change-management process, and route planned policy work to the Microsoft partner.
Own device deployment, repair, replacement, asset tracking, and retirement.
Support endpoint security tools, including Microsoft Defender and endpoint privilege management.
Route routine Microsoft 365 administration to the Microsoft partner within its SLA and handle urgent administrative tasks directly when needed, including password and MFA resets, account lockouts, compromised-account disabling, and day-one onboarding issues.
Support end users with Exchange Online, Teams, OneDrive, and SharePoint.
Lead onboarding and offboarding with HR and managers.
Log onsite changes in the service desk platform to keep partners informed.
Troubleshoot onsite Wi-Fi, VPN, switching, and connectivity issues; gather diagnostics and escalate to the network partner.
Assist with physical network work, including patching, device swaps, and network closet access.
Support and maintain Microsoft Teams Rooms devices on Windows and Android.
Lead IT setup and live support for all-staff meetings and organizational events.
Administer the IT service management platform, including queues, workflows, SLAs, and reporting.
Follow up on endpoint security alerts and perform first-pass phishing triage.