Technology Operations Supervisor

Neighborhood Defender Service Inc•New York, NY

4d•Onsite

About The Position

Neighborhood Defender Service (NDS) is a national nonprofit public defense organization that pioneered the holistic defense model more than 30 years ago. Founded in Harlem, NDS was built to challenge the traditional public defense model by centering clients, communities, and interdisciplinary advocacy. Today, NDS operates community-based offices in Harlem; the Bronx; Detroit; and Hays County, Texas, supported by a unified national infrastructure that allows local teams to deliver high-quality, responsive representation rooted in the communities they serve. Across all locations, NDS provides client-centered legal representation through interdisciplinary teams composed of attorneys, investigators, social workers, client advocates, and team administrators. Our approach emphasizes early and ongoing engagement with clients—before arrest where possible, throughout the life of a case, and beyond case resolution—while addressing the legal, social, and systemic challenges that impact long-term stability. NDS is committed to treating every client with dignity and respect and to advancing justice for individuals and communities that have been historically marginalized and over-policed. The Technology Operations Supervisor plays a central role in maintaining, strengthening, and evolving the systems that support NDS’s national operations while remaining closely connected to the day-to-day technology needs of local offices. As part of the national administrative team, this role helps ensure that technology infrastructure, support, and planning are unified across the organization, while remaining responsive to the realities of on-the-ground practice in each location. This position will be based in our Harlem office, with a minimum 2 day per week in person requirement. Within NDS’s reimagined national framework, technology functions as both a centralized backbone and a local service. The Technology Operations Supervisor is responsible for ensuring that systems are secure, reliable, and consistent across offices, while also serving as a practical problem-solver and partner to local staff. This includes overseeing day-to-day IT operations, supervising a small IT team, and working closely with staff across programs and offices to support onboarding, training, system integration, and continuous improvement. This is a hands-on early-career leadership role for someone who thrives in a collaborative, matrixed environment and is comfortable holding both national responsibility and local accountability. The ideal candidate is systems-minded and people-oriented, with the ability to translate organizational standards into usable, responsive support for staff doing complex work in diverse settings.

Requirements

Minimum of 7 years of experience in IT systems management, operations, or a closely related field.
Demonstrated experience supervising or leading technical staff, with responsibility for coaching, performance management, and workflow coordination.
Strong technical knowledge across a range of platforms, including endpoint management, cloud services, system integration, and cybersecurity best practices.
Proven ability to collaborate across departments and support staff with varying levels of technical proficiency.
Excellent communication skills, with the ability to translate technical concepts into clear, accessible guidance.
Experience developing training materials, documentation, and onboarding processes for diverse teams.
Strong organizational skills and the ability to manage multiple priorities in a dynamic environment.

Nice To Haves

Additional 2+ years of supervisory or team leadership experience in an IT or operations setting.
Experience supporting distributed or multi-site organizations.
Familiarity with technology needs in mission-driven, nonprofit, or public interest environments.
Experience supporting change management, system transitions, or organizational growth initiatives.
Demonstrated commitment to racial equity, accessibility, and building infrastructure that supports staff well-being and programmatic impact.

Responsibilities

Supervise, coach, and support IT team responsible for helpdesk operations, system administration, and end-user support across multiple offices.
Establish clear workflows, service standards, and escalation processes to ensure timely and effective technical support.
Foster a team culture grounded in collaboration, accountability, and user-centered service.
Oversee the maintenance, reliability, and security of technology infrastructure, including endpoints, networks, cloud-based systems, and cybersecurity protocols.
Lead regular system assessments to ensure tools are functioning as intended, well-integrated, and aligned with organizational goals.
Support system planning and implementation efforts related to organizational growth, operational efficiency, and equity.
Work collaboratively with program, administrative, and leadership teams to understand technology needs and translate them into practical solutions.
Support onboarding and offboarding processes, ensuring timely and secure technology access for all staff.
Develop and maintain documentation, guidance, and training materials to promote effective and consistent use of organizational systems.
Manage relationships with technology vendors and service providers, including software licensing and procurement, in coordination with other administrative leaders.
Monitor systems usage, licensing, and capacity to support responsible planning and budgeting.
Partner with the Deputy Executive Director and national leadership to inform and implement technology strategies that support organizational priorities.
Promote a balanced approach to standardization and flexibility, ensuring national consistency while remaining responsive to local office needs.
Perform other related duties as needed to support evolving organizational needs and priorities.