IT Support and Endpoint Manager

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:

IT operations leadership

• 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 escalate 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 within their SLA, with clear requirements and follow-through
• Handle urgent administrative tasks directly when waiting would block a user or create a security risk: password and MFA resets, account lockouts, disabling compromised accounts, and day-one onboarding issues
• Support Exchange Online, Teams, OneDrive and SharePoint for end users
• Lead onboarding and offboarding with HR and managers
• Log all onsite changes in our service desk platform so partners stay in sync

Onsite network support

• Troubleshoot Wi-Fi, VPN, switching and connectivity issues onsite
• Gather diagnostics and escalate to our network partner with what they need to act
• Assist with physical network work: patching, device swaps and closet access

Meetings and events

• Support and maintain Microsoft Teams Rooms devices (Windows and Android)
• Lead IT setup and live support for all-staff meetings and organizational events

Service desk platform and security support

• Administer our IT service management platform: queues, workflows, SLAs and reporting
• Follow up on endpoint security alerts and do first-pass phishing triage

Required Qualifications:

• 5+ years of progressive IT experience, including senior-level support or systems administration in an organization of 100+ users
• 2+ years leading IT operations or a service desk: supervising staff, managing priorities and owning service quality
• Experience managing managed service providers or vendors day to day and holding them to SLAs
• Deep hands-on experience with Microsoft Intune: Autopilot, configuration profiles, compliance policies, app deployment and troubleshooting
• Solid Microsoft 365 administration experience, including Entra ID, licensing, Exchange Online and Teams
• Strong networking fundamentals: TCP/IP, DNS, DHCP, VLANs and wireless
• Hands-on experience troubleshooting managed switches, firewalls and VPN connectivity
• A track record of writing clear documentation, procedures and runbooks
• Excellent communication with non-technical staff and leadership, including explaining issues and trade-offs plainly
• Availability for occasional early, evening or weekend work for events, maintenance windows and urgent issues

Desired Qualifications:

• Certifications such as Microsoft MD-102 (Endpoint Administrator), MS-102 (Microsoft 365 Administrator), CompTIA Network+ or Security+
• Experience with enterprise firewalls (Palo Alto a plus) and cloud-managed switching and wireless (Juniper Mist or similar)
• Experience supporting Microsoft Teams Rooms or other conference room and AV systems
• Familiarity with hybrid identity (on-premises Active Directory with Entra ID) and IT asset and budget tracking
• PowerShell scripting for routine administration
• ITIL Foundation or similar IT service management training
• Experience with Halo ITSM or a similar ITSM platform
• Nonprofit or mission-driven organization experience

Work Environment

• Onsite at our Santa Barbara headquarters; this role supports staff in person every day
• Regularly lift and move equipment up to 40 pounds, such as laptops, monitors and AV gear
• Some work outside normal hours for events, maintenance and urgent issues

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