IT Support and Endpoint Manager

Direct Relief•Goleta, CA

10d•$115,000 - $140,000•Onsite

About The Position

Direct Relief is a humanitarian organization headquartered in Santa Barbara that works to improve the health and lives of people affected by poverty or emergencies. Its IT team supports approximately 250 staff, including during fast-moving emergency responses. The IT Support and Endpoint Manager is a hands-on IT leader responsible for daily IT support operations, service desk staff, and onsite endpoint expertise. The role is the escalation point for help desk issues and an onsite Intune expert for approximately 250 Windows laptops. It also provides first-response support for urgent Microsoft 365 and network issues and leads IT support for conference rooms, all-staff meetings, and events. Managed service partners handle network engineering, cloud infrastructure, and Microsoft 365 administration, projects, and consulting. The manager routes and tracks partner work, reviews quality, monitors service-level agreements, and performs urgent hands-on work when waiting for a partner would delay resolution. The manager also leads endpoint and end-user projects, maintains IT procedures and standards, and serves as the senior onsite IT contact for staff and leadership. The position is onsite at Direct Relief’s Santa Barbara headquarters and supports staff in person every day. Candidates from outside the area may apply and be ready to relocate; relocation assistance may be available for the right candidate. Applicants must have US 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 supervising staff, managing priorities, and owning 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.
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.
US work authorization; sponsorship is not available.

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 (on-premises Active Directory with Entra ID) and 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 IT operations day to day, set priorities, manage the service desk queue and SLAs, and own the quality of the end-user experience.
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, such as device refreshes and new collaboration tools, from planning through rollout.
Act as the senior onsite IT contact for staff and leadership and make day-to-day operational decisions.
Serve as the help desk escalation point and resolve issues in person and remotely.
Troubleshoot hardware, software, Microsoft 365, and connectivity problems through resolution.
Turn recurring issues into knowledge base articles and permanent fixes.
Manage approximately 250 Windows laptops with 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, with clear requirements and follow-through.
Handle urgent Microsoft 365 administration directly when delay would block a user or create a security risk, including password and MFA resets, account lockouts, disabling compromised accounts, and day-one onboarding issues.
Support Exchange Online, Teams, OneDrive, and SharePoint for end users.
Lead onboarding and offboarding with HR and managers.
Log onsite changes in the service desk platform so partners stay 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 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.