Manager, Telecom, User Experience - New York, NY

The Legal Aid Society, the nation's oldest and largest nonprofit law firm serving New York City, exists for one simple yet powerful reason: to ensure that no one is denied the right to equal justice because of poverty. For over 140 years, we have protected, defended, and advocated for those who have struggled in silence for far too long - working on the front lines and behind the scenes to offer our clients the exceptional legal services they deserve. Through our Civil, Criminal Defense, and Juvenile Rights Practices, we offer an unmatched depth and breadth of legal expertise to vulnerable New Yorkers in over 300,000 legal matters each and every year. Every day, in every borough.

The 2,300+ members of our staff who directly represent clients, advocate and litigate for systemic reform, and provide the administrative infrastructure for our organization are key to our success and ability to meet our mission.

We are seeking a skilled and motivated Telecom Manager to join our team. The ideal candidate will be responsible for installing, maintaining, and repairing telecommunications equipment and systems. The candidate will collaborate with the Director of User Experience, ensuring seamless telecommunication services and address any technical issues that arise.

ESSENTIAL DUTIES/RESPONSIBILITIES

Delivery of Telecom and U/X support

• Implement a process to track which phones and phone numbers are assigned to each employee, and ensure the information is regularly reviewed and kept accurate
• Manages the installation, configuration, and maintenance of LAS' telecommunications systems and equipment, including voice, data and video networks. Responsibilities include configuration and deployment of Spectrum VOIP Phones across various LAS locations and troubleshooting/resolving associated issues using Troubleshoot Spectrum VOIP phones
• Troubleshoot and repair telecommunication equipment and cabling, ensuring optimal performance
• Perform routine inspections and preventive maintenance on all VOIP and telecommunication equipment
• Using the ticketing system, provide excellent customer service by addressing client inquiries and resolving issues promptly, and perform onsite repairs
• Train LAS staff on the use of telecommunication equipment and provide resources to help address frequently asked questions
• Provides technical guidance and assistance to other U/X personnel and end-users including, but not limited to, hardware, software, printing, smartphones, audio/video, and other technology-related needs
• Directly supports LAS' various hotlines and primary switchboard to ensure teams who manage these workstreams are supported using the designated systems, including routine monitoring and support, troubleshooting, and serving as an expert on the various platforms
• Maintains accurate records of work performed and equipment inventory

Research and Analysis

• Provides technical expertise, leadership, and project coordination services to support and maintain continuity of the organization's day-to-day technical needs
• Working with the Director of U/X, the Telecom manager will develop and implement a comprehensive telecom strategy across LAS to ensure alignment with organizational goals, operational efficiency, and future scalability
• Identifies effective troubleshooting/support solutions and methodologies to provide appropriate knowledge transfer to IT personnel
• Creates professional user-facing instructional documentation, including user guides, technical how to's, and other knowledge transfer materials, as required. Utilizes publication and graphic design software for document creation
• Assists Director of U/X and Manager of A/V with conducting research and performing detailed and comprehensive comparative analysis. Creates feedback surveys and coordinates pilot projects, as necessary

Special Projects

• Assists Director of U/X and Manager of A/V with the research and determination of appropriate end-user hardware and software solutions to suit current and future LAS needs
• Assists Director of U/X and Manager of A/V with conducting research and performing detailed and comprehensive comparative analysis. Creates feedback surveys and undertakes pilot projects, as necessary
• Participates and contributes to various A/V projects

Professional Development and Other Duties as Assigned

• Participate in continuous professional development
• Demonstrate affirmative behaviors that support an inclusive work environment and continuously learn about forms of bias in the workplace
• Other duties as assigned

QUALIFICATIONS

Required qualifications:

• A combination of 7 years of post-secondary education and work experience, with at least 3 years of experience working in a technical and/or an end user support role

Preferred qualifications:

• An associate or bachelor's degree is preferred but not required
• 2+ years of experience working in telecom is strongly preferred
• 3-5 years of vendor management experience is preferred
• Experience with audio/video amplification and cabling is a plus
• Experience as a telecom manager or a similar role

KNOWLEDGE, SKILLS AND ABILITIES

• Strong understanding of telecommunications systems, protocols, and technologies (e.g., VOIP, fiber optics, DSL)
• Responsible for day-to-day management and oversight of LAS' Avaya Cloud technologies, Spectrum Cloud technologies and Genesy Cloud systems
• Excellent communication skills to interact with end users, UX team members, and the organization's leadership. Ability to work collaboratively with cross-functional (IT) teams
• Superior technical and creative critical thinking skills
• Troubleshooting skills for iOS and Android devices
• Basic networking knowledge and concepts, including knowledge of TCP/IP ports, and basic routing fundamentals
• Ability to work well under pressure and make decisions quickly
• Ability to perform duties with the highest regard for confidentiality, integrity, and respect
• Ability to lead through uncertainty, assess and gather relevant information, recommend, resolve or elevate resolution as needed
• Ability to clearly identify roles, responsibilities, delegate tasks and create systems of accountability
• Ability to understand the systemic oppression of marginalized identities and establish team norms and management practices using an equity mindset and informed by inclusive practices

Organizational Knowledge, Skills, and Abilities:

• Commitment to Legal Aid Society's mission to secure equal justice before the law for all New Yorkers
• Interpersonal and communication skills that enable healthy and productive working relationships
• Ability to perform duties with the highest regard for confidentiality, integrity, and respect
• Commitment to Legal Aid Society's mission and values

Physical, environment, travel, and other duties required:

• Mostly sedentary, considerable time using a computer and monitor; communicating and meeting using video conferencing technology
• Requires occasional physical movement to perform essential job functions which may include, bending, reaching, pulling, pushing, standing or walking for long periods of time, accessing small spaces
• Will require travel within NYC, across the five-borough region
• Ability to lift 50 pounds on an occasional basis
• Climb ladders, pull wires and conduit

* For positions noted as essential, this will require either remote or in-person work during times of closure or otherwise non-typical business hours which may include evenings and weekends and during unforeseen events such as inclement weather or poor air quality conditions.

SALARY AND BENEFITS

The salary range represents a good faith estimate of the range we expect to pay for this role. The actual salary offered may vary depending on many factors, including but not limited to job-related knowledge, skills, and experience, as well as collectively bargained salary steps for unionized roles.

Salary Range: $95,000 - $109,000

The Legal Aid Society offers a generous benefits package including health insurance, paid vacation, disability, and life insurance, and more. Click here to read more about benefits.

Higher Education and Loan Forgiveness

The Legal Aid Society is a qualified employer for the purposes of the Public Service Loan Forgiveness. This position allows an employee to take advantage of PSLF and other State and Federal loan forgiveness programs. Additionally, employees who are New York residents may be eligible for assistance from New York state to assist with loan repayments, depending on years of practice. To learn more, click the links below.

studentaid.gov

hesc.ny.gov/loan-forgiveness-programs

WORK AUTHORIZATION

All applicants must be legally authorized to work in the United States for any employer without sponsorship for a work visa or permit. We are currently unable to sponsor employment visas or permits. (However, for citizens of Canada and Mexico, LAS will provide a letter documenting employment status that is needed to obtain a TN visa.)

HOW TO APPLY

All applications must be completed online via the career portal. We do not accept emailed applications. Submit the following documents as a combined PDF:

• Cover Letter
• Resume

For technical difficulties or questions regarding this posting, please email jobpostquestions@legal-aid.org.

EQUAL EMPLO