IT Support and Endpoint Manager

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IT Full-time Regular Technical Santa Barbara, CA, US

2 days ago Requisition

Salary Range: $ To $ Annually

Summary

Job Description:

Direct Relief is a humanitarian organization headquartered in Santa Barbara, working to improve the health and lives of people affected by poverty or emergencies. Our IT team keeps about 250 staff connected and productive, often during fast-moving emergency responses.

The IT Support & Endpoint Manager is a hands-on IT leader who is also our onsite Intune and endpoint expert. You’ll run IT support operations day to day, lead our service desk and help desk staff, and personally handle the technical work that needs to happen onsite and fast.

You’ll be our onsite Intune expert for about 250 Windows laptops, the escalation point for the help desk, and the first responder for urgent Microsoft 365 and network issues. You’ll also lead IT support for our conference rooms, all-staff meetings and events.

Our managed service partners handle network engineering, cloud infrastructure and Microsoft 365 administration, projects and consulting. Work that fits within their service levels goes through them; you step in hands-on when something can’t wait. You’ll be their day-to-day counterpart: routing work, checking quality, holding them to their SLAs and keeping things moving. We’re looking for a well-rounded professional who is as comfortable leading people and partners as solving a hard technical problem, and who still enjoys the hands-on work.

We welcome candidates from outside the Santa Barbara area who are ready to relocate, and relocation assistance may be available for the right candidate. You’d be joining a mission-driven organization whose work reaches people affected by poverty and emergencies, in one of California’s most livable coastal communities.

Must have US work authorization to be considered for role. Sponsorship not available.

Key

Duties & 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
• Serve as the day-to-day owner of our managed service partner relationships: route work, review quality, track SLAs and elevate when commitments slip
• Report on service desk and partner performance to IT leadership
• Write and maintain IT procedures, runbooks and standards as the IT function matures
• 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

Escalation and support

• Serve as the escalation point for the help desk, resolving issues in person and remotely
• Troubleshoot hardware, software, Microsoft 365 and connectivity problems through to resolution
• Turn recurring issues into knowledge base articles and permanent fixes

Endpoint management (Intune)

• Be our onsite Intune expert for about 250 Windows laptops:
  Autopilot enrollment, configuration profiles, compliance policies, app deployment and update rings
• Troubleshoot complex device and policy issues hands-on; make urgent Intune changes through our change management process and route planned policy work to our Microsoft partner
• Own the device lifecycle: deployment, repair, replacement, asset tracking and retirement
• Support endpoint security tools, including Microsoft Defender and endpoint privilege management

Microsoft 365 administration

• Route routine Microsoft 365 administration to our Microsoft partner…