Associate Manager, Service Desk and Operations

Associate Manager, Service Desk and OperationsSandy Hook Promise (SHP) envisions a future where all children are free from school shootings and other acts of violence. As a national nonprofit organization, SHP's mission is to educate and empower youth and adults to prevent violence in schools, homes, and communities. Creators of the lifesaving, evidence-informed Know the Signs prevention programs, SHP teaches the warning signs of someone who may be in crisis, socially isolated, or at-risk of hurting themselves or others and how to get help. SHP also advances school safety, youth mental health, and responsible gun ownership at the state and federal levels through nonpartisan policy and partnerships. SHP is led by several family members whose loved ones were killed in the tragic mass shooting at Sandy Hook Elementary School on December 14, 2012. Commitment to Belonging, Community, Engagement, and Respect SHP strives to ensure its culture and work environment reflect the values of belonging, community, engagement and respect. We actively seek to understand and respond to the diverse perspectives and lived experiences of individuals across socioeconomic backgrounds, rural and urban communities, and diversity of thought, in addition to traditional protected categories. We are committed to ensuring that every SHP employee feels heard, valued, and a true sense of belonging. SHP encourages individuals who share our commitment to these core values and to our mission to apply.The Associate Manager, Service Desk & Operations will play a key role in supporting Sandy Hook Promise's technology ecosystem. They will 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.Job ResponsibilitiesProvide Tier 1/2 support via an ITSM platform (e.g., FreshService, Jira, Zendesk)Troubleshoot hardware, software/SaaS, and account/access issuesDeliver remote support using standard troubleshooting toolsTriage tickets by urgency and business impactMaintain SLA compliance and clear user communicationProvision accounts, licenses, and access for new hiresConfigure and prepare devicesComplete offboarding: deactivate accounts, remove access, coordinate device returnEnsure all lifecycle tasks are accurate and on timeManage Exchange/mailboxes, license assignments, and authentication issuesMaintain security groups, distribution lists, and dynamic groupsSupport SharePoint, Teams, OneDrive, and Outlook access issuesProvide Tier 1/2 support for Salesforce and other SaaS toolsManage user access, permissions, and data visibilityEscalate complex issues to platform owners or vendorsConfigure and support Windows devicesHandle Intune enrollment, configuration, and policy updatesTroubleshoot performance, OS/app failures, and patch/update issuesTrack and maintain laptop and peripheral inventoryCoordinate device shipping, recovery, replacements, and lifecycle managementMaintain accurate asset records and documentationDocument tickets, troubleshooting steps, and resolutionsIdentify recurring issues and recommend process improvementsCollaborate with HR, Finance, and Operations as neededAlignment with Sandy Hook Promise's mission and valuesPerforms additional responsibilities as neededDesired Skills and Experience3+ years of service desk or technical support experienceHands-on Microsoft 365 administration, including mailboxes, licensing, and accessEndpoint/device support (Windows preferred)User provisioning and access management across core systemsExperience with ITSM ticketing tools (FreshService, Jira, or Zendesk)Comfort supporting a remote workforce in an SLA-driven environmentStrong communication, prioritization, and documentation skillsExperience supporting Salesforce or other CRM platformsExperience with Microsoft Intune or similar endpoint management toolsFamiliarity with asset tracking and basic service reportingExperience in a nonprofit or mission-driven environmentThe 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 PTOFlexible schedulesPaid holidays and 10 days sick leavePaid parental leaveHealth, dental, and visionEmployer paid life insurance and short- and long-term disability401k matchProfessional development stipendWellness & mental health supportEmployer Paid Employee Assistance Program.Our organization operates within a distributed workforce, allowing for location flexibility across the country for most positions. We provide remote office support for all staff, which includes a laptop, home office reimbursement, monthly Wi-Fi reimbursement up to $40, and monthly cell phone reimbursement up to $50.SHP Staff and Volunteers have until 5:00 pm ET Tuesday, June 30, 2026, to submit an application. Please contact TA and HR once you've applied to flag your application.All other applicants have until Monday, July 20, 2026, to submit an application.Equal Opportunity EmploymentSHP is proud to be an equal opportunity employer. We strive to be an employer of choice: where a diverse mix of talented people want to come and do their best work. SHP does not make employment related decisions based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status, or any other protected characteristic. We are focused on promoting multiculturalism and inclusion so that all SHP employees feel valued and respected. We believe deeply that a diverse workforce comprised of people of all beliefs, backgrounds, and life experiences who seek to prevent gun violence and stop the tragic loss of life will make SHP a stronger, more effective organization.