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Manager, Telecom, User Experience

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.
  • Manage 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.
  • Provide 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 support 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.
  • Maintain accurate records of work performed and equipment inventory.

Research and Analysis

  • Provide 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.
  • Identify effective troubleshooting/support solutions and methodologies to provide appropriate knowledge transfer to IT personnel.
  • Create professional user-facing instructional documentation, including user guides, technical how to’s, and other knowledge transfer materials, as required. Utilize publication and graphic design software for document creation.
  • Assist Director of U/X and Manager of A/V with conducting research and performing detailed and comprehensive comparative analysis. Create feedback surveys and coordinate pilot projects, as necessary.

Special Projects

  • Assist 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.
  • Assist Director of U/X and Manager of A/V with conducting research and performing detailed and comprehensive comparative analysis. Create feedback surveys and undertake pilot projects, as necessary.
  • 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 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.

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.

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 contact 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 or color, size (including bone structure, body size, height, shape, and weight), religion or creed, alienage or citizenship status, sex (including pregnancy), national origin, age, sexual orientation, gender identity; gender expression, disability, marital status, relationship and family structure, genetic information or predisposing genetic characteristics, military status, domestic violence victim status, arrest or pre-employment conviction record, credit history, unemployment status, caregiver status, salary history, or any other characteristic protected by law.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

The Legal Aid Society is committed to a work culture of zealous advocacy, respect, diversity and inclusion, client-oriented defense, access to justice and excellent representation. We are dedicated to building a strong professional relationship with each of our clients (people), to understanding their diverse circumstances, and to meeting their needs. Our ability to achieve these goals depends on the efforts of all of us and our ability to build strong relationships with our colleagues. Every member of our community is expected to continuously learn about the dynamic, evolving, and emerging field of knowledge of identity, bias, and systemic forms of oppression and participate in productive efforts to dismantling bias in all forms.