Associate Manager, Service Desk and Operations

Associate Manager, Service Desk and Operations

Sandy 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.

• Provide Tier 1/2 support via an ITSM platform (e.g., Fresh Service, 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, One Drive, 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

Desired Skills and Experience

• 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 (Fresh Service, Jira, or Zendesk)
• Comfort supporting a remote workforce in an SLA-driven environment
• Strong communication, prioritization, and documentation skills
• 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

The salary range for this position is…