Senior IT Operations Coordinator

At Ellis Porter, our goal is to improve the immigration experience for employers and individuals so they can thrive in a smaller world. To do this, we've built a team of dedicated immigration professionals (we call ourselves Porters) who believe passionately in the economic and cultural benefits that immigration provides to America, and who excel at providing our clients with refreshingly clear guidance, uniquely creative strategies, and remarkably responsive service, all with genuine empathy and a personal touch.

Immigration law is very complex and full of constant challenges, but the Ellis Porter team loves what we do, and who we do it with, and we find great satisfaction in knowing that our work positively, and intimately, impacts our clients’ lives and companies.

Our Culture:

We're also immensely proud (and protective) of our culture at Ellis Porter. It's not what you would expect from a typical law firm, because we're not a typical law firm. We take our work seriously, but not ourselves. We don't tolerate drama, and jerks are not allowed. And we’ve built a wonderfully diverse team of Porters who reflect the diversity of the clients we serve.

As our team continues to grow, we’ve remained committed to cultivating an inspiring, authentic, comfortable, and flexible work environment where you are respected, encouraged to bring your whole self to work, and challenged to continue your growth as a professional in the legal immigration field.

Position Summary:

The Senior IT Operations Coordinator supports daily technology operations and ensures consistent performance of hardware, software, and user support systems. This role is ideal for a detail-oriented IT professional with technical proficiency, strong communication skills, and a customer service mindset. This role will deliver helpful, timely support so Porters can focus on client outcomes.

This position will support both our Troy, MI and Ann Arbor, MI offices as an on-site or hybrid role. Please note - although this role can be hybrid, all work must be performed within the United States.

What You’ll Do:

• Monitor and be a steward of the Service Ticket Queue through the Managed Service Provider's (MSP) portal, including  categorizing and prioritizing open tickets, submitting clear and brief summary of issue(s), attach helpful screenshots or logs and do weekly cleanup to reduce long running tickets and meet SLAs we set.
• Coordinate with MSP technicians and internal team members to ensure timely resolution of IT-related issues and compliance adoption.
• Prepare, configure, and deploy firm-issued laptops for new hires and equipment replacements, including coordination of shipments and returns (Ex. FedEx or USPS).
• Advance a zero-touch mindset for software, using Intune or similar products for joiners, movers, and leavers, including documented checklists and audit trails; include across firm platforms.
• Manage access across Entra groups, M365 groups, distribution lists, and shared mailboxes.
• Advance cyber security controls in coordination with Compliance, including MFA spot checks, Defender alerts triage with MSP, and phishing simulation logistics.
• Set up workstations/offices with necessary desk IT equipment and appropriate connectivity.
• Troubleshoot VoIP phone systems, physical phones, and copiers.
• Obtain and review hardware and software quotes from vendors for purchasing needs.
• Serve as a liaison between MSP and other internal teams to communicate technology requirements, connectivity, and cybersecurity concerns.
• Track software licenses, warranty status, subscriptions, and renewals to maintain compliance and budgeting accuracy with Finance.
• Conduct research on emerging and existing technologies and recommend new tools that align with firm culture and operational needs.
• Asset management and assistance with preparing Personal Property Tax filings annually.

What Skills You'll Bring: 

• Bachelor’s degree in Information Technology or related field.
• 4+ years of experience in IT support, systems administration, active directory, and/or working with a MSP.
  
• Advanced user and administrative knowledge of Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive), PowerBI and Power Automate.
• Familiarity with Entra ID and Active Directory integrations, particularly as related to HRIS systems (RoboMQ/Hire2Retire and BambooHR).
• Experience using Microsoft Intune for device management.
• Proven ability to set up and troubleshoot firm-issued laptops and perform routine maintenance.
• Basic understanding of networking principles (LAN/WAN, VPN, IP configuration).
• Foundational knowledge of cybersecurity best practices.
• Strong written and verbal communication skills to effectively collaborate with end users and external IT support, including MSP.
• Strong problem-solving, time management, and multitasking abilities with a service-oriented approach.
• High level of attention to detail.
  
• Commitment to exceptional customer service, ensuring timely, proactive, and client-focused solutions.
  
• Desire to work in a progressive, high-growth environment with a startup mentality.
• Passionate proponent of immigration and global mobility.

• Strong cultural competence in working with diverse teams.
• Kindness, empathy, diversity and inclusion as key strategic drivers of business success.
  

What We'll Provide to You:

• Opportunity to do challenging and highly rewarding work at a fast-growing firm with an inspiring mission.
• Opportunity to join intelligent, creative, and dedicated immigration professionals who value respectful, collaborative working relationships.
• Inclusive firm culture celebrating diverse perspectives, backgrounds, identities, and experiences.
• People-centered workplace policies and flexible work schedules, including remote work opportunities.
• Competitive compensation, health/dental/vision/life insurance benefits, a 401(k)-retirement savings plan with employer-matching, and a generous paid-time-off policy.
• Casual attire, plenty of free food, and regular opportunities for exposure to international cuisine and culture.

Does this position, and our culture, seem like a good fit for you? If so, we would love to speak with you about joining the Ellis Porter team! 

Ellis Porter provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

NON-SOLICITATION STATEMENT:

No agencies please. Ellis Porter (EP) recruits candidates exclusively utilizing our internal Talent Acquisition team. EP does not accept any liability for fees for resumes from recruiters or employment agencies (“Agency”), without a binding, written recruitment agreement between EP and Agency describing the services and specific job openings (“Agreement”). EP may consider any candidate for whom an Agency has submitted an unsolicited resume and explicitly reserves the right to hire those candidate(s) without any financial obligation to the Agency, unless an Agreement is in place. Any email or verbal contacts with any person within EP is inadequate to create a binding agreement. Agencies without an Agreement are requested not to contact any employees of EP with recruiting inquiries or resumes.