ABOUT SHATTERPROOF 

Shatterproof was founded in 2013 to fill the gap for a well-funded, national, coordinated effort to reverse the course of the addiction health crisis, with the singular goal of ending the devastation addiction is causing our families. We know there are science-based solutions that can prevent and treat this disease, and we are committed to what research has proven to be effective. We have identified three priority pillars: transforming addiction treatment, ending addiction stigma, and educating and empowering communities. 

 Transforming Addiction Treatment: Shatterproof is transforming the U.S. healthcare system for the more than 49 million Americans living with a substance use disorder (SUD). Like anyone suffering from a disease, those with this disease deserve access to treatment that is based on science, complemented by a supportive recovery community, both free of shame and stigma. Removing barriers to lifesaving treatment is a core mission focus of Shatterproof.  

Ending Addiction Stigma: Shatterproof’s National Stigma Initiative replicates the success of other transformational social movements—such as HIV/AIDS activism, cancer awareness, and marriage equality—in catalyzing the change needed to create a more tolerant, more compassionate, and healthier future. We are committed to creating solutions that are adept at changing attitudes and behaviors and ultimately closing SUD treatment gaps and health inequities for historically disadvantaged populations who experience compounded discrimination and bias.  

Supporting and Empowering Communities: Shatterproof is committed to educating and empowering our families and communities nationwide by providing supportive and evidence-based resources related to prevention, treatment, and recovery from addiction. 

Position Summary 

We’re hiring an IT Operations Manager to run core IT services and frontline security operations in a hybrid nonprofit environment. The role emphasizes collaboration, user adoption and training, business analysis, and human-centered design over deep technical specialization. You will manage our MSP partner for endpoints, Microsoft support, Sentinel One, and Microsoft 365 backups while partnering closely with the IT Director to implement strategy and deliver measurable outcomes. 

You’ll be the engine that keeps systems reliable, secure, and easy to use—balancing incident/request fulfillment with proactive adoption, training, and continuous improvement. You will collaborate extensively across departments to understand needs, codesign solutions, and deliver human-centered rollouts that improve staff experience. 

You will also partner with the Director of IT on our public websites, Engaging Networks, and Donor Drive—supporting monitoring, coordination, and user enablement now, with the possibility of expanding ownership over time. 

This is an individual contributor role without direct reports that works cross functionally and with external vendors to drive operational excellence. 

This is a hybrid position, with flexibility to work remotely and 2–3 days per week in our Washington, DC office. 

This is a great fit for someone who: 

• Comfortable guiding teams through evolving tools, workflows, and systems. 

• Applies ITIL4 best practices to improve consistency and performance. 

• Communicate clearly with non-technical staff. 

• Thrives in a fast-paced, multitasking environment where priorities shift quickly. 

Core Responsibilities 

1) Service Operations 

• Own request fulfillment, incident, and problem management workflows in the ticketing system (e.g., Jira), aligned to ITIL 4. 

• Maintain a living knowledge base and service catalog; drive KB-first support and deflection. 

• Establish and run operational runbooks for common incidents and changes; ensure post incident reviews capture root causes and follow-ups. 

• Act as a hands-on partner to the IT Director, helping to implement projects, document systems, and ensure no task falls through the cracks. 

2) Adoption and Training 

• Support an all-in culture by streamlining technology use and ensuring every staff member is confident and connected through consistent systems. 

• Design and deliver role based training for Microsoft 365, Teams, and Zoom; create tips, guides, and quick reference materials. 

• Build and sustain a champions network; track adoption for prioritized features (e.g., Teams Phone, OneDrive/SharePoint collaboration, meeting best practices). 

• Partner with leaders to reinforce consistent, accessible technology use across the organization. 

• Apply human-centered design and business analysis (intake, process mapping, usability testing, journey mapping) to tailor training, simplify workflows, and drive adoption. 

3) Identity, Endpoints, and Security 

• Administer and harden Microsoft Entra ID (Azure AD), Conditional Access, MFA, and access reviews. 

• Manage Intune for device enrollment, configuration, compliance policies, patching baselines, and automated remediation. 

• Coordinate EDR and frontline security operations with MSP; monitor phishing submissions and email security controls (Anti spoofing, SPF/DKIM/DMARC). 

• Support configuration of Exchange Online protections and CodeTwo email signatures as applicable. 

• Ensure staff complete monthly cybersecurity training and adopt security tools like password managers. 

4) Collaboration and Telephony 

• Administer Microsoft 365 core services: Exchange Online, SharePoint Online, OneDrive, and Teams. 

• Support Teams Phone operations; coordinate Zoom administration and governance as needed. 

• Drive information architecture hygiene and lifecycle (sites, teams, channels, permissions, and retention labels) in partnership with business owners. 

• Assist with implementing and supporting AI tools like Microsoft Copilot, ChatGPT and meeting summaries, with an eye on user training and change readiness. 

5) Web and Digital Operations Support 

• Partner with the Marketing and Fundraising Team on websites, Engaging Networks, and Donor Drive operations and support; coordinate updates, vendor tickets, integrations, and staff training—with potential to assume ownership over time. 

• Maintain a domain/SSL inventory and renewal calendar; collaborate on Cloudflare configuration where appropriate. 

6) Backup/DR and Monitoring 

• Own Microsoft 365 backup operations with Drop suite; coordinate Salesforce backup/DR with Druva. 

• Implement alerting, dashboards, and runbooks for critical services; test restore and recovery scenarios. 

• Partner with the Salesforce Architect to support data governance and deliver staff training. 

7) Vendor and Asset Management 

• Manage the MSP SOW/SLAs, intake, and escalation matrix; lead monthly service reviews. 

• Oversee device procurement and lifecycle and renewals for key vendors. 

8) Documentation, Governance, and Compliance 

• Maintain clear, accessible documentation for staff and internal IT runbooks. 

• Support policy implementation (passwords, acceptable use, device standards, AI usage) and recurring access reviews. 

• Contribute data to quarterly security and operations reporting (compliance, incidents, adoption). 

9) Internal Collaboration and Business Analysis 

• Collaborate extensively with departments to understand needs, map processes, and codesign solutions that improve staff experience and adoption. 

• Lead stakeholder workshops, journey mapping, and usability testing to validate solutions before rollout. 

• Maintain a visible intake and prioritization rhythm; communicate decisions, tradeoffs, and timelines clearly. 

You Might Be a Good Fit If You 

• Lead with people skills—training, adoption, facilitation, and business analysis—over pure technical specialization. 

• Thrive running service operations while keeping a strong user experience lens. 

• Collaborate closely across departments and vendors to codesign solutions and deliver clear outcomes. 

• Are hands-on with Entra ID, Intune, and endpoint security baselines. 

• Communicate clearly with nontechnical staff and enjoy building training that sticks. 

• Bring structure without rigidity and value accessibility and change readiness. 

Preferred Skills and Experience 

• 3–6 years in IT operations, service desk/endpoint management, or similar. 

• Human-centered competencies (higher priority than technical): training design and facilitation, user adoption/change enablement, business analysis (intake, process mapping), stakeholder management, and clear writing for nontechnical audiences. 

• Strong admin experience with Microsoft 365 (Exchange/SharePoint/OneDrive), Teams, Teams Phone, and Zoom. 

• Working knowledge of Entra ID (Azure AD), Conditional Access, MFA, and access reviews. 

• Intune device management, compliance, patching baselines, and autopilot/enrollment. 

• Familiarity with websites/CMS and fundraising platforms (e.g., Engaging Networks, Donor Drive) preferred. 

• Vendor management, SOW/SLAs, and asset lifecycle; procurement. 

• Nonprofit experience a plus. 

• Certifications (preferred): ITIL 4 Foundation; Microsoft 365 Administrator; Azure Administrator; security, change, or project certifications (e.g., Security+, Prosci, PMP, Scrum).