The Legal Aid Society is hiring: Manager, Telecom, User Experience - New York, N

Manager, Telecom, User Experience

Location: Manhattan – Legal Aid Society Headquarters, New York, NY.

Deadline: 3:00 PM EST, Dec 03, 2025.

Overview

The Legal Aid Society, the nation’s oldest and largest nonprofit law firm serving New York City, seeks a skilled Telecom Manager to install, maintain, and repair telecommunications equipment and systems. The role collaborates with the Director of User Experience to ensure seamless telecommunication services and address any technical issues.

Essential Duties / Responsibilities

• Implement a process to track and keep accurate employee phone assignments.
• Manage the installation, configuration, and maintenance of LAS telecommunications systems and equipment, including VOIP, data, and video networks.
• Troubleshoot and repair telecommunications equipment and cabling.
• Perform routine inspections and preventive maintenance on all VOIP and telecommunication equipment.
• Provide excellent customer service via the ticketing system, addressing client inquiries and resolving issues promptly, and perform onsite repairs.
• Train LAS staff on the use of telecommunication equipment and provide resources for frequently asked questions.
• Provide technical guidance and assistance to other U/X personnel and end-users, including hardware, software, printing, smartphones, audio/video, and other technology needs.
• Directly support LAS hotlines and primary switchboard, ensuring routine monitoring, troubleshooting, and expert support.
• Maintain accurate records of work performed and equipment inventory.

Research and Analysis

• Provide technical expertise, leadership, and project coordination to support day‑to‑day technical needs.
• Develop and implement a comprehensive telecom strategy across LAS to align with organizational goals.
• Identify effective troubleshooting/support solutions and methodologies for knowledge transfer to IT personnel.
• Create professional user‑facing instructional documentation, including user guides and technical how‑to’s.
• Assist in research and detailed comparative analysis, creating feedback surveys and coordinating pilot projects.

Special Projects

• Research end‑user hardware and software solutions to meet current and future LAS needs.
• Conduct research and detailed comparative analysis, creating feedback surveys and undertaking pilot projects.
• Participate and contribute 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 workplace bias.
• Other duties as assigned.

Qualifications

• 7 years of post‑secondary education and work experience, with at least 3 years in a technical or end‑user support role.

Preferred Qualifications

• Associate or bachelor's degree preferred.
• 2+ years of experience working in telecom strongly preferred.
• 3–5 years of vendor management experience preferred.
• Experience with audio/video amplification and cabling a plus.
• Experience as a telecom manager or 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 of LAS Avaya Cloud, Spectrum Cloud, and Genesy Cloud systems.
• Excellent communication skills and 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 TCP/IP ports and 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 and gather relevant information.
• Ability to clearly identify roles, responsibilities, delegate tasks, and create systems of accountability.
• Ability to understand systemic oppression and establish inclusive practices.

Organizational Knowledge, Skills, and Abilities

• Commitment to the 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 the Legal Aid Society’s mission and values.

Physical, Environment, Travel, and Other Duties Required

• Mostly sedentary, considerable time using a computer and monitor; communicating via video conferencing.
• Requires occasional physical movement (bending, reaching, pulling, pushing, standing, walking, accessing small spaces).
• Will require travel within NYC and across the five‑borough region.
• Ability to lift 50 pounds on an occasional basis.
• Climb ladders, pull wires, and conduit as needed.

Salary and Benefits

Salary Range: $95,000 – $109,000

The Legal Aid Society offers a generous benefits package, including health insurance, paid vacation, disability, and life insurance.

Work Authorization

All applicants must be legally authorized to work in the United States without sponsorship for a work visa or permit. We are unable to sponsor employment visas or permits. (For Canadian and Mexican citizens, LAS will provide a letter documenting employment status required for a TN visa.)

How to Apply

All applications must be completed online via the career portal. We do not accept emailed applications.

• Cover Letter
• Resume

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

Equal Employment Opportunity

As an Equal Employment Opportunity (EEO) Employer, The Legal Aid Society prohibits discriminatory employment actions against and treatment of its employees and applicants for employment based on actual or perceived race, color, size, religion, national origin, disability, gender identity, sexual orientation, and other protected characteristics.

Our Commitment to Diversity, Equity, and Inclusion

The Legal Aid Society is committed to a work culture of zealous advocacy, respect, diversity, and inclusion. We dedicate ourselves to building strong professional relationships with all our clients and team members, continuously learning about bias and dismantling systemic oppression.