Director, Service Desk

Responsibilities

: Leadership & Strategy:

• Develop and implement the overall strategy for the Service Desk that aligns with organizational goals including defining OKRs and SLAs for the Service Desk operations and regularly reporting metrics to key stakeholders.
• Champion a culture of accountability, customer-first orientation and continuous improvement.
• Lead a team of Technology Support Analysts with timely hiring, mentorship, performance reviews, training and career development initiatives.
• Contribute towards an equitable and inclusive work culture that encourages partnership, active listening, and integrating diverse perspectives, supporting Earthjustice’s core values of partnership, inclusion, justice, and excellence.

Operational Excellence :

• Manage the day-to-day operations of the Service Desk including SLA adherence, continuously improving CSAT, employee lifecycle process, ticket, problem, knowledge base, escalation management and proactively identify systemic issues based on ticket trends.
• Manage budget, staffing, workload and contractor relationships to ensure timely resolution of issues across time zones, shifts and escalations.
• Ensure actionable and continuous collaboration between the Service Desk and key stakeholders in our 15 offices, and peer teams like Project Management, IT Operations, Cybersecurity and Change Management and Enterprise Systems for . with the IT Operations team on IT asset management.
• Ensure compliance with organizational policies, data security, and audit requirements.

Process & Technology

• Manage and optimize the Service Desk tools . ticketing system, knowledge base, service analytics tools.
• Establish, monitor and publish key Service Desk KPIs including first call resolution, SLA and service tiering.
• Drive automation and self-service initiatives to reduce ticket volume and improve user experience.

Qualifications:

• Bachelor’s degree in Information Systems, Computer Science, or related field
• ITIL v4 certification
• 8+ years of experience in IT support, with at least 3+ years with people management
• Experience with ITSM platforms ., ServiceNow, Salesforce, Zendesk
• Experience with ITAM platforms . Lansweeper, ManageEngine, Freshworks
• Experience with network resource management like Active Directory, Google Workspace
• Experience with networking tech like LAN/Ethernet, VPN, firewalls/switches/routers
• Experience working for a law firm or nonprofit organizations
• Experience with project management methodologies like Agile
• Exceptional leadership, communication, and problem-solving skills

Preferred:

• Experience with infrastructure as a service ., Azure, AWS
• Experience with enterprise software as a service platforms like Salesforce, NetSuite
• Experience with Legal Technology applications like Intapp, Clio, Filevine
• Experience with SSO, MDM and networking technologies
• Project management certification like PMP, SAFe

Work Environment & Conditions:

• Required on-call availability for critical escalations
• Required occasional travel to regional offices
• Required at least 2 days in-office
• May require occasional lifting of IT equipment up to 25 pounds

We offer a competitive salary and excellent benefits that are comprehensive and competitive. We also offer a congenial, flexible, hybrid work environment and a casual dress code. As a 501(c)(3) organization, Earthjustice is a qualifying employer for purposes of the Public Service Loan Forgiveness (PSLF) Program. Salary depends on experience and location.
Salary range in San Francisco, CA and New York, NY: $205,300 - $228,100
Salary range in Washington, .: $195,000 - $216,700