Senior It Helpdesk Jobs (NOW HIRING)

The Immigrant Legal Resource Center is Hiring! 

Senior IT Manager 

Washington, DC (preferred) or San Francisco, CA  

The Immigrant Legal Resource Center (ILRC) is seeking a full-time Senior IT Manager in either our Washington, DC or San Francisco office. This is an exempt position that reports to the Director of Technology and has supervisory responsibilities.  

The ILRC currently has a hybrid work model requiring two in-office days per week.  

Who We Are:  
The ILRC is a leading immigrant rights organization headquartered in San Francisco with staff in Washington, D.C., Texas, Southern California, the Central Valley of California, and Washington state. Since 1979, our mission has been to educate, support, and empower immigrants, community organizations, and legal practitioners to build a more just, inclusive, and democratic society. Our team is passionate, collaborative, and committed to equity and innovation in all we do. Additional information about our organizational values is available here.   

The Opportunity:  

The ILRC is going through a period of significant growth, and this is a new position created to support the evolving needs of our employees. The IT team is critical in ensuring smooth operations across multiple office locations who work across three time zones. The Senior IT Manager supports internal and external facing staff with a broad range of work, some days will be purely focused on the help desk, while others may require deep analysis and complex systems administration.  

Job Responsibilities: 

The duties of the Senior IT Manager include but are not limited to: 

Systems and help desk management:  

• Oversee and supervise all IT Help Desk and Facilities (technology related) support requests across multiple offices; ensure accuracy and timeliness of responses. 
• Be the secondary owner or administrator of tech stack tools. 
• Administrate the M365 environment, including Active Directory, Defender, SharePoint, Intune, and Exchange. 
• Primary on call support to respond to Tier 1 to Tier 3 IT Help Desk requests through multiple communication pathways including but not limited to ticketing system, Slack, and email during the hours of 9am – 5pm EST/6am-2pm PST. 
• Consult on and develop trainings for staff to build out the staff website 
  • Create content for the IT section of the staff website, support other departments with posting issues as they arise 
• Lead onboarding and offboarding procedures in close partnership with HR. 

Cybersecurity and Compliance 

• Supervise and ensure all security alerts or system remediations are addressed in a timely manner in accordance with CIS, NIST, SOC, or SOC2 compliance 
  • Provide solutions to the Director of Technology for one off or strategic remediation 
• Lead incident response efforts related to cybersecurity events and technology outages under the direction of the Director of Technology. 
• Proactively coordinate vulnerability assessments, penetration testing, security audits, and remediation efforts for current and future technology systems. 
• Monitor security systems, email security, web filtering, endpoint protection, firewalls, passkey, and other related configurations. 
• Work closely with various ILRC teams and individuals to ensure data setup and transmission align with security best practices. 

Administration & Supervision 

• Support the development and maintenance of IT policies, procedures, and operational standards. 
• Ensure all standard operating procedures are accurate, up to date, and change logs are documented. 
• Support the Director of Technology with core areas of work including but not limited to: 
  
• • Create reports and dashboards 
  • Project management for core IT initiatives 
  • Development and management of IT budget 
  • Provide research assistance, copy edits, and landscape analysis for in-house trainings 
• Work closely with and oversee contractors, including an MSP 
  • Negotiate contracts, licensing agreements, maintenance agreements, and ensure service level expectations are met across technology vendors 
• Supervise the Systems Administrator. 

 
Qualifications: We seek candidates who have outstanding interpersonal skills, organizational skills, data analysis skills, project management skills, high attention to detail, ability to collaborate effectively, and commitment to advancing the power of immigrant communities. To be most successful in this role, you must have: 
 

• 7-10+ years of relevant experience in technical roles. 
• 5+ years of supervisory experience. 
• Experience working in non-profits. 
• Excellent Mac and PC proficiency. 
• Exceptional time management and ability to meet fast paced deadlines. 
• Ability to seamlessly and calmly multitask and the ability to reprioritize based on internal or external forces. 
• Excellent oral and written communication skills, facilitation and presentation experience, and ability to communicate complex technical topics to people with a wide range of digital literacy. 
• Thrive in a collaborative cross-departmental work environment; enjoy working as part of a team; be able to problem solve; and be able to work independently on complex data projects. 
• Keen attention to detail, 
• Be passionate about immigrant rights, 
• Recognize ways that race and ethnicity, gender, and other identities intersect in the communities that we serve, 
• A growth mindset and commitment to gathering feedback to inform improvements. 
• Flexibility, adaptability, and the ability to prioritize and juggle multiple streams of work at once. 
• Be able to travel 10 – 15% of the time  
• Support the organization in other duties as assigned. 

Compensation/Benefits: 

Pay is commensurate with experience, with an expected range between $145,000 - $160,000 annually.  The ILRC offers excellent benefits, medical/dental/vision insurance, EAP sessions, a flexible spending account for medical and dependent care, vacation, and sick leave. The ILRC also sponsors a retirement plan option upon fulfillment of eligibility. Additionally, we offer an annual professional development stipend of $2,500 and from 2025 – 2027, an annual wellness stipend of $2,500. ILRC also offers a sabbatical program: employees are eligible to apply for an 8-week sabbatical after five years of service and a 12-week sabbatical after ten years of service.   

Applications: 

The position will remain open until it is filled and is currently available. We will consider applications on an ongoing basis beginning immediately. To ensure consideration of your application, submit a cover letter explaining your qualifications for the position, your salary requirements, a current resume, and the contact information for three professional references, one of which must be a supervisor.   

The ILRC is an equal opportunity employer and does not make hiring or employment decisions on the basis of race, color, religion or religious beliefs, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability age, military or veteran status, or any other basis protected by applicable local, state or federal laws. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, ILRC will also consider for employment qualified applicants with arrest or conviction records.