Bbyo IT & People Operations Manager at BBYO responsible for IT support, vendor management, and managing onboarding and offboarding processes. This role also includes running the DC Hub office and maintaining staff access across systems.
Responsibilities
Serve as internal point of contact for staff technology support
Own Freshdesk ticketing queue: intake, triage, routing, and resolution decisions
Manage relationship with managed service provider including scope and escalation
Review monthly ticket metrics to identify systemic fixes
Own end-to-end onboarding and offboarding process including account provisioning and device readiness
Administer Salesforce staff accounts and incident report access
Maintain distribution lists, shared mailboxes, Teams membership, and reporting hierarchy
Partner with Talent on onboarding timelines and device returns
Qualification
Working knowledge of security practicesComfort with contractsStrong organization and follow-throughScripting or automation experienceSalesforce or Airtable administrationNonprofit experience
Required
4 or more years in IT support or IT operations, including time owning systems rather than only responding to requests.
Hands-on administration of Microsoft 365, including Entra and Exchange, across Windows and macOS.
Experience managing a helpdesk or ticketing system as the owner, not just a user.
Experience working with an outside IT vendor or managed service provider, including holding them to scope.
Working knowledge of security practices: MFA, phishing, account compromise, and device compliance.
Comfort with contracts, renewals, invoices, and budget tracking.
Discretion with confidential personnel information and sensitive youth safety records, and sound judgment with privileged administrative access.
Strong organization and follow-through. A lot of this job is noticing that something is due before it’s late.
Clear communication with non-technical staff and a service mindset.
Scripting or automation experience, particularly PowerShell.
Salesforce or Airtable administration.
Nonprofit experience, or experience supporting a distributed and seasonal staff.
