Overview

The Associate Director – IT Operations and Service Delivery reports directly to the Director of IT Infrastructure and Security. This role is primarily responsible for overseeing service desk operations, IT support across Year Up United facilities, employee and student onboarding/offboarding experiences, Microsoft O365 tenant oversight, service delivery automations, executive support, and lifecycle management of employee and student devices.

The Associate Director will manage the organization’s third-party managed service provider (MSP) responsible for service desk/help desk operations, as well as internal IT resources managing end-user devices and providing support at local sites. They will deliver performance metrics and reporting to the Director and Senior Director to ensure continuous improvement, operational excellence, and alignment with organizational goals.

Key Responsibilities

• Service Desk & Support Oversight
  • Oversee day-to-day service desk operations, ensuring high-quality support for employees and students.
  • Manage the third-party MSP to meet defined service-level agreements (SLAs) and hold vendors accountable for performance.
  • Coordinate and supervise internal IT resources across local sites, ensuring consistent service delivery.
• End-User Experience & Lifecycle Management
  • Lead onboarding and offboarding processes for employees and students, ensuring a seamless technology experience.
  • Oversee lifecycle management of devices, including procurement, deployment, maintenance, and decommissioning.
  • Provide high-touch IT support for executives, ensuring reliability and responsiveness.
• Technology & Service Delivery Management
  • Administer and oversee Microsoft O365 tenant services and ensure optimal configuration, availability, and security.
  • Manage identity and access platforms, including Okta and Azure Entra ID, ensuring secure authentication and governance.
  • Oversee Active Directory (on-prem and hybrid) and enforce
    compliance policies for device management using Intune.
  • Drive automation initiatives within IT service delivery to improve efficiency and reduce manual workloads.
  • Partner with other IT leaders to ensure integration of infrastructure, security, and operations.
• Performance Measurement & Reporting
  • Define and track KPIs for service desk, device management, and IT support functions.
  • Regularly report metrics and insights to the Director and Senior Director of IT Infrastructure and Security.
  • Identify opportunities for improvement in service delivery and user satisfaction, and lead initiatives to address them.

Qualifications

• Education & Experience
  • Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience).
  • 5+ years of progressive IT operations or service delivery experience, including 2+ years in a leadership or managerial role.
  • Experience managing service desk operations and/or overseeing third-party MSPs.
  • Demonstrated success with Microsoft O365 tenant administration, device lifecycle management, and IT service management practices.
  • Familiarity with ITIL principles and experience leveraging ITSM platforms (e.g., ServiceNow).
• Technical Skills
  • Strong knowledge of Microsoft 365 environment (Exchange Online, Teams, SharePoint, Intune).
  • Experience with Okta and Azure Entra for identity and acess management.
  • Proficiency in Active Directory administration and hybrid identity
    solutions.
  • Experience with asset and endpoint management tools.
  • Understanding of IT automation approaches for service delivery.
  • Familiarity with metrics and reporting dashboards for IT service performance.
  • IT Operations Automation and AIOps.
• Leadership & Soft Skills
  • Proven ability to lead teams (direct reports and vendor-managed staff) and deliver results in a distributed environment.
  • Strong communication and collaboration skills with the ability to engage stakeholders across the organization.
  • Service-oriented mindset with a focus on user experience and continuous improvement.
  • Strong organizational and problem-solving skills with the ability to manage multiple priorities.
• Preferred Certifications
  • ITIL Foundation or Intermediate Certification
  • Microsoft 365 Certified: Enterprise Administrator Expert or equivalent
  • CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate (for device lifecycle and endpoint management)
  • Project Management Professional (PMP) or equivalent (a plus for service delivery and process improvement initiatives)

Salary: $105,000 - $135,000

#LI-Hybrid

WORKING AT YEAR UP UNITED:

Starting January 5, 2026, employees are expected to work on-site at least two days per week (Monday through Thursday dependent on job requirements). To be eligible for employment, candidates must live and work in a state (or an approved proximate state*) where Year Up United operates. For a list of eligible locations, please visit: https://www.yearup.org/job-training/locations

*Approved proximate states where Year Up United operates are: Connecticut, Indiana, New Hampshire, New Jersey, South Carolina and Virginia.

COMPENSATION & BENEFITS:

• Year Up United has established salary ranges for each of our sites, which allows us to pay employees competitively, equitably and consistently in different geographic markets. For roles in which the location is listed as flexible, the range displayed reflects the minimum and maximum target for new hire salaries for the position across all US locations. Salary offers take into account a candidate’s skills, experience, and location. Your recruiter can share more about the specific salary range for your location during the hiring process.

• Benefits: Comprehensive healthcare options and dental coverage; 401(k) match for eligible participants.

• Vacation: Earn three weeks paid vacation in first year of employment; four weeks after initial year.

• Professional Development: Funds available to support staff in achieving career objectives ($2,500 per year)

** This is an exempt role (paid on a salaried basis). **

ORGANIZATION DESCRIPTION:

Year Up United is a national 501(c)3 workforce development organization committed to ensuring equitable access to economic opportunity, education, and justice for all young adults—no matter their background, income, or zip code. Employers face a growing need for talent while millions of talented young adults lack access to meaningful careers. These inequities only further perpetuate the opportunity gap that exists in our country—a gap that Year Up United is determined and positioned to close through three interconnected strategies: providing targeted skills training and connections to livable-wage employment for students and alumni; empowering others to serve and support young adults, and changing systems that perpetuate the opportunity gap. Year Up United’s intensive training program utilizes a high expectations, high support model where students learn in-demand technical and professional skills and apply them during a corporate internship. Year Up United has directly served more than 40,000 young adults since its founding in 2000. Year Up United's nationwide presence includes Arizona, Austin, Bay Area, Charlotte, Chicago, Dallas/Fort Worth, Greater Atlanta, Greater Boston, Greater Philadelphia, Jacksonville, Los Angeles, the National Capital Region, New York City/Jersey City, Pittsburgh, Puget Sound, Rhode Island, South Florida, Tampa Bay, and Wilmington.

Voted one of the Best Nonprofits to Work For in the country by The NonProfit Times, Year Up United is a rewarding and impactful place to work. Our staff is passionate, supportive, mission-driven, and committed to positive change and continuous learning. We set high standards for both ourselves and our students and live by a set of core values that reflect an unshakable belief in the talent and potential of our young people. The work we do is life-changing, and we know that our team is the greatest asset in achieving our mission.

COMMITMENT TO DIVERSITY:

Year Up United embraces diversity and equal opportunity in a serious way. All aspects of employment, including the decision to hire, promote, discharge, or discipline, are based on meritocracy. We do not permit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristics protected by federal, state, or local laws. Learn more about our commitment to diversity: http://www.yearup.org/about-us/careers/commitment-to-diversity/

Year Up United is also committed to working with and providing reasonable accommodations to individuals with disabilities. Your recruiter can provide details regarding the expected work environment and any physical requirements. Please let our hiring team know if you need an accommodation at any point during the interview process. Information received relating to accommodation will be addressed confidentially.

TO APPLY:

Please submit a thoughtful cover letter and resume through our website.

Note that applications without a cover letter will not be considered. We respectfully request no phone calls.