Associate Manager, Service Desk and Operations

Sandy Hook Promise

Associate Manager supporting service desk and operations for nonprofit Sandy Hook Promise. Delivering Tier 1/2 support across Microsoft 365, cloud tools, and ensuring SLA compliance.

Posted 6/24/2026full-timeMiami • Florida • 🇺🇸 United StatesJuniorMid-Level💰 $56,000 - $66,000 per yearWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Provide Tier 1/2 support via an ITSM platform (e.g., FreshService, 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
Manage Exchange/mailboxes, license assignments, and authentication issues
Maintain security groups, distribution lists, and dynamic groups
Support SharePoint, Teams, OneDrive, 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.

Requirements

What you’ll need

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 (FreshService, 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 (preferred)
Experience with Microsoft Intune or similar endpoint management tools (preferred)
Familiarity with asset tracking and basic service reporting (preferred)
Experience in a nonprofit or mission‑driven environment (preferred).

Benefits

Comp & perks

Unlimited PTO
Flexible schedules
Paid holidays and 10 days sick leave
Paid parental leave
Health, dental, and vision
Employer paid life insurance and short- and long-term disability
401k match
Professional development stipend
Wellness & mental health support
Employer Paid Employee Assistance Program
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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Tier 1 supportTier 2 supporttroubleshootinguser provisioningaccess managementendpoint supportMicrosoft 365 administrationMicrosoft Intuneasset trackingservice reporting

Soft Skills

communicationprioritizationdocumentationcollaboration