Director, Service Desk

Earthjustice is the premier nonprofit environmental law organization. We take on the biggest, most precedent-setting cases across the country. We wield the power of law and the strength of partnership to protect people’s health; to preserve magnificent places and wildlife; to advance clean energy; and to combat climate change. We partner with thousands of groups, supporters, individuals, and communities to engage in the critical environmental issues of our time and bring about positive change. We are here because the earth needs a good lawyer.

Founded in 1971, Earthjustice has a distinguished track record of achieving significant, lasting environmental protections. We achieve this by hiring people who share a passion for justice and a healthy environment. Our headquarters are in San Francisco with offices in Anchorage, Juneau, Los Angeles, Chicago, Houston, New Orleans, Tallahassee, Miami, Honolulu, New York, Philadelphia, Denver, Seattle, Bozeman, and Washington, D.C.

The Director, Service Desk is responsible for all aspects of service desk operations, including strategy, staffing, performance, process improvement, and customer satisfaction to deliver high-quality, customer-focused IT support services for staff and external users. This role will lead a team of Technical Support Analysts and closely collaborate with other leaders on the IT team to support initiatives in alignment with Earthjustice’s mission.

This position is hybrid (2 days a week in-office) from our Washington, D.C., New York City, or San Francisco Office.

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 e.g. 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 e.g. 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 e.g., ServiceNow, Salesforce, Zendesk
• Experience with ITAM platforms e.g. 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 e.g., 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, D.C.: $195,000 - $216,700

To Apply:

Interested applicants should submit the following via Jobvite:

• Resume
• Cover Letter

Applications will be reviewed on a rolling basis until the position is filled.

Please reach out to jobs@earthjustice.org if you are having technical difficulties submitting your application. No phone calls, drop-ins, or hard copies.  
 
Earthjustice is driven by a passion for justice, partnership, inclusion and excellence. Our core values lead us to seek a broad range of perspectives and backgrounds to achieve our mission and to maintain an inclusive environment where all staff are valued and respected. As an equal opportunity employer, we are committed to employment practices that ensure that employees and applicants for employment are given equal opportunities without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability, medical condition, veteran status, marital status, pregnancy, sexual orientation, gender identity, gender expression, genetic information or any other factor that is not related to the position.  
 
For positions located within the City and County of San Francisco: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.  
 
For positions located within the City of Los Angeles: We will consider qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring.  
 
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