Associate Manager, Service Desk & Operations

Department/Team: Technology 
Salary: $56,000 - $66,000 (not negotiable) 
*typically, new hires are placed at the start of the salary range*
FLSA Status: Exempt 
Expected Start Date: ASAP 
Location: Miami Gardens, Florida 
Type: Hybrid (3 days on-site/2 remote) 

About Sandy Hook Promise  

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.   

Location 

We are a U.S.-based organization, and most team members work remotely from locations across the country unless otherwise specified. This role is a hybrid position that requires on-site attendance at our Miami Gardens, Florida office three days per week. 

To be considered, applicants must reside in the Miami-Dade County/Broward County area and be able to reliably commute to the office on designated in-person workdays. Team members are expected to make thoughtful travel decisions that balance cost, convenience, and sustainability. 

Location, Schedule, and Physical Requirements  

This is a full-time role that follows a hybrid work schedule based at our National Crisis Center in Miami, Florida. Applicants must reside within commuting distance of Miami, Florida. 

Physical Requirements  

• Ability to lift 20–25 lbs. (ex., mail packages, office supplies, etc.).  
• Ability to stand and walk around the office for short periods. 
• Ability to operate standard office equipment (laptops, computers, copiers, scanners, postage machines, etc). 

About the Role 

The Associate Manager, Service Desk & Operations is a hands-on Tier 1/Tier 2 technology professional who independently owns day-to-day service desk operations, endpoint support activities, and assigned technology workstreams. This role is responsible for resolving routine technical issues with minimal supervision, exercising sound judgment regarding escalation, identifying opportunities to improve support processes, and ensuring a high-quality support experience for staff across the organization. 

The position focuses on responsive ticket management, accurate documentation, Windows endpoint support, and practical troubleshooting of Microsoft 365, internet/Wi-Fi connectivity, and Avaya Cloud Office. The Associate Manager supports SHP technology nationwide, including the deployment, management, and troubleshooting of laptops and related technology for remote employees. During scheduled on-site days in Miami, the role also provides hands-on support for workstations, peripherals, and office technology, while coordinating additional site visits and vendor support as needed. 

Job Responsibilities   

Service Desk & User Support 

• Manage and resolve incidents and service requests in Freshservice or a comparable ITSM system; accurately categorize, prioritize, assign, track, and close tickets in accordance with service level agreements (SLAs).  
• Troubleshoot Windows, Microsoft 365, account access, common SaaS issues, printers, peripherals, and remote-work tools.  
• Document solutions consistently and contribute reusable fixes to the team knowledge base; identify incomplete tickets and follow up on unresolved requests.  
• Maintain clear, timely ticket updates, troubleshooting histories, user communications, resolution notes, and escalation handoffs so another technician can understand and continue the work.  
• Independently manage a portfolio of service desk responsibilities, identify recurring issues and support trends, recommend practical process improvements, and implement approved enhancements that improve the user experience, service quality, or operational efficiency. 

Endpoint Management & Device Lifecycle 

• Prepare, deploy, troubleshoot, and recover Windows laptops and desktops, including shared workstations; provide hands-on diagnosis of hardware failures involving batteries, power, screens, keyboards, storage, docking stations, monitors, mice, headsets, webcams, printers, cables, adapters, and other computer accessories.  
• Support Microsoft Intune enrollment, Windows Autopilot provisioning, Microsoft Entra device registration/join troubleshooting, configuration policies, updates, and application deployment. 
• Investigate device compliance, sign-in, sync, connectivity, driver, and application installation problems; escalate complex configuration changes appropriately.  
• Diagnose hardware failures, check warranty or extended-support coverage, open and manage repair cases with manufacturers or approved vendors, arrange shipping or on-site service, and keep users informed through repair, replacement, and return to service.  
• Maintain accurate hardware inventory; coordinate secure data backup, device resets, replacements, shipping, returns, and recycling in accordance with policy. 

User Lifecycle, Microsoft 365 & SaaS 

• Provision and deprovision user accounts, access, and licenses through approved onboarding/offboarding workflows.  
• Support Exchange Online, Teams, SharePoint, OneDrive, Outlook, Microsoft 365 groups, and multifactor authentication.  
• Provide first-line access and usability support for approved business applications and escalate application-specific configuration or data issues to designated owners. 

Documentation & Operations 

• Write, maintain, and improve knowledge base articles, how-to guides, and repeatable troubleshooting instructions that are clear enough for colleagues and end users to follow.  
• Partner with Sandy Hook staff and external vendors; proactively communicate status, expected timelines, workarounds, and next steps in plain language that nontechnical users can understand.  
• Identify opportunities to strengthen support operations, documentation practices, ticket workflows, onboarding materials, or technology processes and proactively implement improvements within established guidelines. 
• Must obtain the Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) certification within one year of employment.  
• SHP will support training and examination costs in accordance with its professional development policies. 
• A commitment to SHP’s mission and values.  
• Other duties identified as organizational needs.  

Desired Skills and Experience 

• 1-2 years of progressively responsible experience in IT service desk, desktop support, endpoint management, or technical support environments, including demonstrated ability to independently manage support tickets and resolve routine technical issues with limited supervision 
• 2+ years of experience in IT service desk, desktop support, endpoint management, or a related technical support role, with a demonstrated ability to independently manage support tickets, troubleshoot technical issues, document solutions, and coordinate hardware repair and replacement activities. 
• Experience supporting Windows 10/11, Microsoft 365 applications, user access, and endpoint management through Microsoft Intune and Microsoft Entra ID, including device enrollment, application deployment, compliance review, and user/group administration. 
• Experience working with ITSM platforms (e.g., Freshservice, Jira Service Management, or Zendesk) and external partners, including managed service providers (MSPs), internet service providers, and telecommunications vendors, to resolve incidents and service requests. 
• Strong customer service, communication, documentation, troubleshooting, and prioritization skills, with the ability to independently resolve routine issues, exercise sound judgment, communicate effectively with nontechnical users, and contribute to process improvements. 

Preferred Experience/Qualifications (Not Required) 

• Experience with Windows Autopilot, shared-device configurations, and advanced Microsoft Intune administration. 
• Exposure to Meraki networking, Wi-Fi infrastructure, and vendor-supported network troubleshooting. 
• Experience supporting remote and distributed workforces, nonprofit organizations, or service-oriented environments. 
• CompTIA A+, Network+, Microsoft certifications, or related technical training.  
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) certification is a plus. 

Benefits and Salary Range  

The 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 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. 

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.   

Application Instructions 

• Applications will close on Friday, December 18, 2026.  
• All Miami-Dade County/Broward County residents in Florida are welcome to apply.