IT Support & Training Manager

Location: Bay Area, CA preferred; flexible remote telecommute

Division: Operations

Reports to: IT Manager

Start Date: ASAP – Position open until filled

Position type: Full-time, exempt

Who We Are

Alliance for Safety and Justice (ASJ) is a national advocacy organization that aims to replace ineffective criminal justice system policies with what works to keep people safe. We represent diverse crime survivors and people living with old records as key public safety stakeholders. ASJ brings our members together with state leaders and coalition partners to win reforms that stop cycles of crime, reduce costly incarceration, and make communities safer. We support a range of shared safety reforms, including crime prevention, community health, rehabilitation, economic mobility, and trauma recovery. The organization’s work hinges on smart strategies to change laws, deep power building to uplift communities most harmed and least helped by the carceral system, and ensuring public systems are accountable to victims of crime and people with old records.

Recently, the Alliance for Safety and Justice moved from a fiscally sponsored program to becoming a national independent 501c3 organization. Although ASJ has been around for several years, we are only one year into creating and managing our own IT infrastructure. As we grow our internal operations and external impact, we are looking to become a lasting and sophisticated advocacy institution with staying power for generations to come. 

Who You Are

Housed in the Systems, Tools, and Technology (STT) Department, the IT Support and Training Manager will play a key role in ASJ’s mission by providing tech support, training, and onboarding to staff and members. You will also manage ASJ’s managed service provider (MSP). In addition, you will work extensively with the rest of the STT Department to manage and roll out new systems, tools, and technologies. These critical tasks will empower ASJ on its digital transformation journey. 

You are someone who upholds the highest ethical and legal standards when handling confidential/sensitive data; can work in a “start-up” culture and are able to provide foundational technical assistance to our team; communicate effectively across multiple stakeholders and levels of staff; and understands, through work and/or lived experience, the negative impacts of the criminal justice system on vulnerable communities and is able to translate this into trauma-informed practices. In this way, you understand and embody the connection between service-oriented IT practices and community support. This role has the unique opportunity to help shape the legacy and identity of our organization, while working alongside mission-driven leaders dedicated to creating lasting change.

What You Will Do

Provide Technical Support to Staff and Members (30%)

• Provide effective and responsive technical support in a way that is trauma-informed, respectful of the backgrounds and identities of our staff and CSSJ/TimeDone members by meeting staff and members where they are in order for our teams to do their best work. This includes, but is not limited to the following responsibilities:
• Coordinate, prioritize, and delegate support tickets, diagnose problems, implement updates or fixes, and/or escalate to other technical resources as appropriate while providing the highest levels of customer service
• Maintain clear, concise, and positive communication for all tickets in a timely and efficient manner, including follow-ups with relevant ASJ staff, MSP staff, and STT team members
• Build strong relationships with staff and members to support training and technical assistance goals
• Provide technical support for events, including managing Zoom, audio/visual, slide decks, and troubleshooting
• Provide support, training, and documentation for all new systems and applications in conjunction with other STT staff
• Create and manage technical support articles and videos in Zendesk

Provide Customized Org-wide Support and Training (30%)

• Manage STT-related onboarding/offboarding of staff members to ensure procedures are followed, and staff have the tech resources they need to effectively do their work in partnership with key Operations staff 
• Facilitate core and individualized STT onboarding sessions for new staff members
• Create surveys for new staff to determine onboarding needs
• Contribute to individualized learning plans for each new staff member based on their IT needs and experience levels
• Review STT policies, security requirements, and procedures
• Develop onboarding and offboarding strategies in conjunction with security/identity staff
• In partnership with the IT Manager, support the development of staff STT training
• Develop training plans and strategies for all departments and staff
• Provide trauma-informed individual, group, and org-wide training on commonly used applications and other STT-related content
• Build strong relationships with external vendors to support equipment needs and software services 
• Monitor hardware, software, and system performance metrics
• Manage Zendesk and analyze support to continually improve operations
• Oversee MSPs and routinely monitor satisfaction their efforts; guide course corrections, as needed

Implement and Manage STT systems, Secure Recordkeeping, and STT Asset Tracking (40%)

• Collaborate with other STT staff to roll out new applications and follow up with staff to ensure applications continue to be used correctly and that all staff have the knowledge they need to complete their tasks
• Maintain and secure confidential account information and organization data and collaborate with the Security & Identity Analyst on strategies that increase cybersecurity on an ongoing basis
• Manageall hardwarerequests, computer orders, l and technology-related inventory in Zendesk
• Configure new and existing staff software licenses and technology equipment

Required Experience and Qualifications

• Experience working with diverse communities and a demonstrated commitment to ASJ’s values, including criminal justice reform, shared safety solutions, and social and racial justice
• Commitment to employing an intersectional lens during all tasks and projects
• Experience maintaining system security, maintaining confidentiality, and handling sensitive data and PII in a way that upholds the highest moral and ethical standards in order to protect our members, staff, partners, and the wider community
• 6+ years of experience in a technical support-based role, with direct experience troubleshooting software and hardware issues 
• Exceptional written and verbal customer service and interpersonal skills 
• Ability to explain complex STT concepts in simple terms
• Provide support coverage during regular business hours and occasionally during off hours 
• Ability to manage high-priority projects

Preferred Experience and Qualifications

• Have direct experience with the criminal or juvenile justice systems and/or an understanding of the unique nature of a mission-driven organization
• 3+ years of experience delivering in-person and virtual STT training 
• Excellent technical writing skills with the ability to produce clear and concise user documentation
• Experience with Zendesk, MacOS, Google Workspace, Asana, Slack, Egnyte, and JAMF

Working Conditions & Physical Demands

• Some travel may be required
• Requires use of a desktop, laptop, or video display terminal
• Ability to communicate, receive and understand information through oral and written communication and proofread and check documents for accuracy
• Requires communicating information with co-workers, stakeholders and/or the public; reading correspondence, instructions and/or technical documents; writing correspondence and/or reports and filling in forms

Compensation and Benefits

We care deeply about our staff wellness. ASJ offers a competitive benefits package including health/vision/dental insurance, flexible spending accounts, a robust 403(b) retirement match, generous paid time off, a professional development stipend, and more. Salary will be commensurate with experience. 

To Apply

We have a strong preference for the Support and Training Manager to be located in Oakland, CA, but will consider remote options. If you feel like this job posting describes you, do not hesitate to apply. Applications should be submitted via the posting link on ASJ’s jobs page. Please submit your resume and a short cover letter explaining how your qualifications and lived experience qualify you for the position; please include any salary requirements.

The Alliance for Safety and Justice is an equal opportunity employer. We strongly encourage and seek applications from people who are systems impacted, women, people of color, including bilingual and bicultural individuals, as well as members of the lesbian, gay, bisexual, and transgender communities. Applicants shall not be discriminated against because of race, religion, sex, national origin, ethnicity, age, disability, political affiliation, sexual orientation, gender identity, color, marital status, or medical conditions. Reasonable accommodations will be made so that qualified disabled applicants may participate in the application process. Please advise in writing of special needs at the time of application.