ABOUT THE JOB
The ACLU seeks a full-time Director of Service Desk Operations & End-User Experience in the Information Technology Department. This is a hybrid position which requires employees to work onsite in the National Office located in New York, NY.
The Information Technology (IT) department provides technology-based services and support for a more than 600-person National staff at our New York, Washington D.C., San Francisco, the Dakotas, Puerto Rico and Durham offices, including staff based in remote locations. ACLU IT support staff ensures that business critical services are available to all staff.
Reporting directly to the Chief Information and Security Officer, the Director of Service Desk Operations & End-User Experience is responsible for ensuring a customer-focused approach to delivering information technology. The Director provides tactical and operational leadership for IT support, directs the strategic design, acquisition, management, and implementation of enterprise-wide technology tools, maintains technology standards for the organization, and manages the activities necessary to keep the technology support operation running seamlessly, efficiently, and effectively while ensuring compliance with established standards and policies.
WHAT YOU'LL DO
You'll use your in-depth knowledge of IT service management strategies, process, policies, project management, budget management, and best practices, to lead and coach an incredible team a team of IT professionals, serve as a trusted organizational partner and foster customer service excellence.
YOUR DAY TO DAY
LEADERSHIP & STRATEGY
- Lead by example in managing team of IT service desk professionals, driving results through the use of data, direct feedback and strong accountability in a supportive and learning environment that fosters high staff engagement and professional growth
- Develop and execute strategy for the IT service desk function, ensuring resources are in place to provide a high level of proactive and reactive support and to help facilitate organizational priorities
- Provide guidance to organizational leadership on IT policies and procedures to support strategic and operational decision making
- Represent IT team on cross-functional organizational projects as needed
- Create and deliver trainings on IT related topics for IT and organizational staff
HARDWARE & SOFTWARE MANAGEMENT
- Manage the budgeting, procurement, payment, installation, deployment, inventory tracking, maintenance and upgrading and/or replacement of end-user IT equipment (e.g. computers, printers, monitors, interactive displays, phones, audio equipment, etc.) and application software, for a national-wide workforce that includes several physical offices
- Document and monitor software licenses across all users to ensure appropriate licenses are deployed to end-user devices and other IT equipment
- Manage compliance with all software licensing agreements regarding number of licenses procured, appropriate use and deployment of licenses; track and process renewal of IT hardware and software agreements
- Coordinate technology assessment, planning, acquisition, installation and associated training with other departments and outside vendors for capital renovations and/or for new construction and facilities
- Acts as project manager for capital projects within the IT service desk portfolio
HELP DESK MANAGEMENT
- Manage all aspects of the Zendesk ticketing system including but not limited to monitoring tickets, performance reporting, escalation management and more
- Oversee IT service desk and related infrastructure; expertly utilize systems to ensure timely remediation of end-user problems; dispatch IT staff/vendors to resolve user issues
- Set the bar for customer service excellence by providing timely, thorough responses to internal and external stakeholder inquiries and ensuring targeted service performance standards are achieved or exceeded
- Create and document Standard Operating Procedures (SOPs) for creating and credentialing user accounts; monitor team’s compliance with SOPs in establishing user access to technology and services
- Stay abreast of industry standards for help desk practices, implementing improvements are appropriate
WHAT YOU'LL BRING
- Must be based in the NYC metropolitan area with the ability to travel to regional locations as needed
- Experience managing IT help desks supporting organizations with 500+ users in multiple locations
- Experience managing and utilizing Zendesk ticketing system, and all of its functions related to performance reporting, escalation management and staff member utilization
- Experience working with services and products such as Microsoft Office 365, Active Directory, Windows 10, Mac OS, MS Office 2019, Adobe Acrobat, Firefox, Chrome, and Safari
- Available to work on an on-call basis as needed to ensure availability of technology and appropriate staffing and/or vendor support at all times
- Experience supporting Desktops, laptops, Printers, Android and IOS Devices
- Anti-malware and anti-virus software experience
- Experience with automated deployment software tools such as Microsoft Intune or VMWare Workspace One, etc.
- Audio visual equipment technology support experience including but not limited to Zoom, Microsoft Teams, Skype, etc.
- Experience using asset management software
- In depth knowledge supporting a diverse computing infrastructure
- Technical knowledge of hardware, software compliance and deployment practices
- Knowledge of specific security and data protection policies (FERPA, HIPAA, PII, etc.)
Future ACLU'ERS WILL
- Center principles of equity, inclusion, and belonging in all work, embedding the values in program development, policy application, and organizational practices and processes
- Be committed to the mission of the ACLU
- Demonstrate a commitment to diversity within the office using a personal approach that values all individuals and respects differences in regards to race, ethnicity, age, gender identity and expression, sexual orientation, religion, disability and socio-economic circumstance
- Commitment to work collaboratively and respectfully toward resolving obstacles and/or conflicts
The ACLU values equity, transparency, and clarity in pay. Consistent with the ACLU’s compensation philosophy, there is a set salary for this role. The annual salary for this position is $177,117 (Level D), reflective of a position based in New York, NY, where our National offices are headquartered.
WHY THE ACLU
For over 100 years, the ACLU has worked to defend and preserve the individual rights and liberties guaranteed by the Constitution and laws of the United States. Whether it’s ending mass incarceration, achieving full equality for the LGBTQ+ community, establishing new privacy protections for our digital age, or preserving the right to vote or the right to have an abortion, the ACLU takes up the toughest civil liberties cases and issues to defend all people.
We know that great people make a great organization. We value our people and know that what we offer is essential not just their work, but to their overall well-being.
At the ACLU, we offer a broad range of benefits, which include:
- Time away to focus on the things that matter with a generous paid-time off policy
- Focus on your well-being with comprehensive healthcare benefits (including medical, dental and vision coverage, parental leave, gender affirming care & fertility treatment)
- Plan for your retirement with 401k plan and employer match
- Support for employee growth and development through annual professional development funds, internal professional development programs and workshops
OUR COMMITTMENT TO EQUITY, DIVERISTY & INCLUSION
Equity, diversity, and inclusion are core values of the ACLU and central to our work to advance liberty, equality, and justice for all. For us diversity, equity and inclusion are not just check-the-box activities, but a chance for us to make long-term meaningful change. We are a community committed to learning and growth, humility and grace, transparency and accountability. We believe in a collective responsibility to create a culture of belonging for all people within our organization – one that respects and embraces difference; treats everyone equitably; and empowers our colleagues to do the best work possible. We are as committed to anti-oppression and anti-racism internally as we are externally. Because whether we’re in the courts or in the office, we believe ‘We the People’ means all of us.
With this commitment in mind, we strongly encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, citizenship, disability, veteran status and record of arrest or conviction, or any other characteristic protected by applicable law.
The ACLU is committed to providing reasonable accommodation to individuals with disabilities. If you are a qualified individual with a disability and need assistance applying online, please email email@example.com. If you are selected for an interview, you will receive additional information regarding how to request an accommodation for the interview process.
The Department of Education has determined that employment in this position at the ACLU does not qualify for the Public Service Loan Forgiveness Program.
Last updated on Oct 13, 2023