IT Support Manager
Northwest Justice Project
Northwest Justice Project (NJP) is a not-for-profit statewide law firm with a mission of Combating Injustice • Strengthening Communities • Protecting Human Dignity. NJP secures justice for people in or near poverty through high-quality legal advocacy that promotes the long-term well-being of low-income individuals, families, and communities through legal representation, community partnerships, education, and other advocacy.
NJP has 340 staff working in 21 offices located throughout the state. The IT Support Manager will manage our Help Desk staff and processes, be a main partner with HR and others in onboarding and offboarding employees, and will assist the Network Administrator and IT Director in all things IT with office locations/expansions. This position is full-time and will work out of the Seattle office. Remote or hybrid work from home may be available.
NJP seeks qualified candidates who are hardworking and empathetic individuals with the ability to facilitate a secure, streamlined, and consistent experience with technical support for our growing organization. This position is ideal for someone who enjoys helping people and working with technology in a fast-paced and dynamic environment with a social justice mission.
The IT Support Manager will report to the IT Director and is responsible for the following:
- Manage Help Desk staff (currently two full-time staff) and provide escalation/hands-on augmentation support for IT processes, hardware, software, and SaaS tools
- Manage device management and IT provisioning for new hires
- Maintain security compliance and new hire technology training
- Maintain and improve superior customer service for our colleagues across
- Make sure we audit and maintain correct permissions in all software and within our internal systems
- In collaboration with IT Director and broader IT team, fully define, implement, and maintain our IT support ticketing system
- Ensure an up-to-date hardware and software inventory
- Recommend technology changes, upgrades, efficiencies
- Provide ad hoc technology training and collaborate with IT Director and broader IT team technology training opportunities for all staff
- Lifting and moving hardware as required to perform the duties of the position.
NJP has adopted the Washington Race Equity and Justice Initiative (REJI) and is organizationally committed to fight racism and incorporating equity and inclusion in our advocacy work and our internal systems and work environment. NJP expects all staff to uphold the REJI commitments and approach their role with a desire to learn and grow in this area. The Managing Attorney is expected to act as a leader in these efforts, center race equity in advocacy determinations, support staff’s anti-racist growth and development, and be committed to identify, and work to address Unit and program challenges and shortcomings in this work.
- 8+ years’ experience in IT Support in a leadership role
- Admin level knowledge of Zendesk or similar ticketing system
- Mid-level networking knowledge and troubleshooting ability
- Excellent administration experience with Office 365 and Teams—with knowledge Teams or other similar VOIP phone system
- Knowledge and experience with call center software and SharePoint a plus
- Good diagnostic troubleshooting in person and over the phone with excellent communication skills
- Demonstrable troubleshooting methodologies and root cause analysis
- Excellent skills collaborating with people inside and outside of IT
- Inclusive, people-focused leadership skills
- Experience running IT Support in a fast-paced, multi-site environment
- Network administration and security: experience with anti-spam/virus /spyware; server/router/firewall administration.
Starting salary is based upon years of experience, with an annual salary range beginning at $85,000. We offer a comprehensive benefits package that includes 100% paid employee health premiums and significant premium shares for family health premiums, as well as generous time off.
Hours of work: NJP’s typical client office hours are 9:00 – 5:00, Monday through Friday. Management positions are exempt and those in the position are expected to work the hours needed to meet the demands of the position.
NJP is committed to a policy of equal opportunity and fosters an environment free of barriers and discriminatory practices. NJP actively promotes mutual respect, acceptance, teamwork and productivity. NJP is committed to maintaining an organization whose staff, Board and clients are diverse in background, experience, race, color, national origin, gender, age, religious reference, marital status, sexual orientation, gender identity, gender expression, sensory, mental or physical abilities, veteran status, and other qualities that strengthen the program while reinforcing its commitment to basic fairness. People of color, people who identify as transgender, lesbian, gay, or bisexual, and those with disabilities are strongly encouraged to apply. Individuals needing reasonable accommodation for the application or interview process or for more information about the project should contact the Human Resources Department by calling (206) 464-1519.
How to Apply
To Apply: Follow this link to apply through our Applicant Tracking System in Paycom. You will be asked to submit a cover letter and resume. Northwest Justice Project is especially interested in qualified candidates whose professional, personal and/or service experience allow them to contribute to and support the legal aid community’s commitment to race equity.
Application Deadline: June 1, 2021