IT Service Management Platform Manager (Volunteer)

Organization: Mentor A Promise (MAP)

Division: PromiseShield (Manage IT, Security & Privacy)

Location: Fully Remote — United States

Type: Volunteer Role

Commitment: Approximately 5–10 hours per week

Minimum Commitment: 6 months

Reports To: Director - IT

About Mentor A Promise

Mentor A Promise is a nonprofit organization dedicated to supporting young people experiencing housing instability through mentorship, educational support, and community-based programs. As the organization expands its programs, communications, publishing initiatives, campaigns, and mission-driven products, we are building the leadership and operating structure needed to support that growth.

Role Overview

Mentor A Promise (MAP) is seeking an experienced IT Service Management Platform Manager to join PromiseShield (Manage IT, Security & Privacy) and lead the evaluation, implementation, and ongoing administration of our internal IT Service Management (ITSM) platform.

This is a hands-on technical and operational role for someone who can design efficient service desk workflows, configure ticketing systems, and build standard operating procedures to streamline IT support across all organizational divisions.

The successful candidate will be an experienced ITSM specialist with a strong background in service desk administration, ITIL best practices, and system configuration.

Key Responsibilities

• Evaluate and select a fit-for-purpose IT Service Management (ITSM) / IT Helpdesk platform suited for a growing nonprofit volunteer organization.
• Implement and configure the ITSM tool, including incident categories, request fulfillment workflows, service catalogs, SLA definitions, and ticket escalation paths.
• Develop and document standard operating procedures (SOPs), knowledge base articles, and end-user self-service guides to streamline ticket resolution.
• Integrate the ITSM platform with existing communications and productivity tools (e.g., Google Workspace, Slack, Email) for seamless service requests.
• Manage administrative access, agent roles, user routing rules, and automated ticket assignment logic within the ITSM platform.
• Monitor service desk performance metrics, tracking response times, ticket volumes, and resolution rates to identify areas for improvement.
• Train IT support staff and division leads on effectively using the platform, logging issues, and maintaining service records.

Qualifications

Strong candidates will bring:

• Proven hands-on experience evaluating, setting up, or administering popular ITSM platforms (e.g., Jira Service Management, Freshservice, Zendesk, ServiceNow, or similar).
• Solid understanding of IT Service Management (ITSM) and ITIL framework best practices (Incident, Request, Problem, and Change Management).
• Demonstrated experience creating technical documentation, workflow diagrams, and standard operating procedures (SOPs).
• Experience configuring automation rules, webhooks, and third-party integrations within service desk software.
• Strong analytical, organizational, and technical problem-solving skills.

Experience in one or more of the following areas is especially valuable:

• Nonprofit or mission-driven organizations
• Education or youth-focused organizations
• ITIL Foundation or equivalent ITSM certification
• Experience managing distributed, fully remote service desk or helpdesk teams

Working Relationships

The IT Service Management Platform Manager reports to the Director - IT and works closely with the Google Workspace Manager, Systems Administrators, Cybersecurity Lead, and division leads across Mentor A Promise.

Commitment

Approximately 5–10 hours per week for 6 months, with flexibility in scheduling.

Location

This is a fully remote volunteer position based in the United States.

Volunteer Eligibility and Sponsorship

Thank you for your interest in volunteering with our organization. At this time, volunteer opportunities are limited to individuals residing in the United States due to legal, safeguarding, data-privacy, and programmatic requirements.

Mentor A Promise does not provide visa or immigration sponsorship for volunteer positions.

We appreciate your interest in our mission and your understanding of these requirements.