Technology Help Desk Manager
Reports to: Managing Director, Facilities & Operations
FLSA Status: Non-exempt
Supervisor: No
Start Date: June 2025
Salary Range: $75,000-$95,000
Organizational Description: The mission of Women Building Up (WBU) is to advance gender, racial, and social justice by supporting women, girls, and gender-expansive people whom carceral systems have directly impacted. We support them in claiming their power and becoming agents of transformative change in their communities and the world.
WBU is a 501(c)(3) nonprofit organization founded by a committee of 50 women (cis, trans, nonbinary, and gender expansive), many of whom experienced incarceration, and all of whom are courageous leaders, activists, and passionate visionaries contributing to the growth of larger grassroots movements that advance justice for women. WBU owns and operates its building in Brooklyn, NY.
Position Summary: Working with the Facilities & Operations Team, the Technology Help Desk Manager is responsible for providing on-site technical support to the computer users of the facility and working with dedicated off-site consultants to ensure that all IT systems and AV systems are functioning properly. The ideal candidate will be passionate about IT, have excellent communication skills, and have a strong understanding of information technologies and a commitment to providing exceptional customer service.
Recognizing that this is a small team in a new organization, this person will actively seek out opportunities to assist and engage in shared learning with other members of the Facilities & Operations team, work closely with cross-functional teams to ensure alignment of program goals with organizational priorities, participate in regular staff meetings and shared learning opportunities, and contribute to organizational planning and development.
This position requires a flexible schedule with the ability to work some evenings and Saturdays to support programming.
Essential Duties and Responsibilities: - Manage the day-to-day operations of the organization's IT help desk, monitoring performance against established goals
- Provide technical support to users in-person and via email and telephone
- Troubleshoot and resolve IT and SmartBuilding issues
- Install and configure software and hardware, training staff as needed
- Create and maintain IT documentation including system documentation, technical documentation, and user documentation
- Advise on the development of, and adherence to, the technology budget
- Manage the day-to-day relationship and communications between WBU and its external IT/AV support partners
- Analyze business requirements for IT strategies, infrastructure and security, especially related to the IT help desk
- Stay up-to-date on the latest IT trends
- Assume other related responsibilities and special projects as required
- Perform all duties in a manner that promotes Women Building Up's mission and values
Required Knowledge, Skills, and Abilities: - 5+ years of experience in an IT or help desk role, with live sound production experience a plus
- Certified or accredited in one of the following: CompTia A+ or Network+, Cisco Certified Network Associate (CCNA), Google IT Support Courses or Bachelor's degree in Computer Science, Information Technology, or a related field from an accredited university
- Superior verbal and written communication and trouble-shooting skills
- Commitment to providing exceptional customer service with an ability to handle technical issues in a calm and professional manner
- Passionate about technology and ability to explain complex technical concepts to non-technical users
- Knowledge of computer hardware, including network server management and smart building technology, operating systems (e.g., Windows, macOS), and Google Suite
- Familiarity with troubleshooting network and connectivity issues (Wi-Fi, LAN, VPN)
- Familiarity with basic IT support tools, such as remote desktop software or diagnostic utilities
- Ability to work independently and as part of a team
- Strong organizational skills with the ability to manage multiple projects simultaneously
Key Competencies: - Collaboration and Communication: Effectively communicate technical information to both technical and non-technical staff, as well as build strong relationships with internal and external stakeholders
- Problem-Solving: Identify and solve problems related to technology, processes, and infrastructure
- Adaptability: Monitor technology landscape and be able to adapt and support new technologies and changing organizational needs
Physical Demands: - Ability to sit for long periods at a desk or computer workstation.
- Occasional lifting and carrying of computer equipment (e.g., monitors, desktop computers, printers) up to 50 pounds.
Location: This position requires in-person work in our Brooklyn office 5 days per week with occasional weeknight or weekend hours.
Compensation and Benefits: The salary range for this position in New York City is $75,000 - $95,000 and represents the organization's good faith minimum and maximum range for this role at the time of posting. The actual salary offered will be dependent on various factors, including but not limited to, the candidate's experience, education, relevant certifications, geographic location, market demands, and specific business needs. Generally, candidates are considered for the middle of the salary range when they bring the requisite level of experience and expertise to the role.
WBU offers an extensive and generous benefits package including health insurance (health, vision, and dental insurance), employer paid life insurance, up to 50 paid time off days per calendar year, and stipends for wellness.
Application Instructions: Interested candidates should submit a resume and cover letter to WBU via JazzHR. Applications will be reviewed on a rolling basis until the position is filled.
Our Commitment to Equal Employment Opportunity: We value diverse experiences, including with regard to educational background and justice system contact, and depend on a diverse staff to carry out our mission.
Our hiring processes and our work culture offer support and flexibility for staff with a variety of needs. Should you face an accessibility barrier in the interview process please let us know when you are contacted. We will work with you to provide the accommodation that works best for you.
Women Building Up (WBU) is an Equal Opportunity Employer and does not discriminate on the basis of any status protected under federal, state, or local law. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status or disability in relation to our recruiting, hiring, and promoting practices.