IT Service Delivery Associate

Job Type

Full Time



Start Date


Application Deadline



P.O. Box 65323
United States


Position: IT Service Delivery Associate

Department: Operations

FLSA Status: Full-Time, Non-Exempt

Reports to: Director of Technology Operations

Direct Reports: None

Date Issued: September 17, 2018

Date Revised: N/A

About Program

As part of our mission to eradicate human trafficking, Polaris runs and maintains a large number of complex, intricate technical networks and systems. A large number of these systems are categorized as mission-critical, and must allow for as close to 24/7/365 uptime as possible. Additionally, and partially due to its role in disrupting human trafficking networks, information security is a top priority for Polaris. To that end, the Polaris Technology Operations team works to maintain, grow, and improve Polaris’s technology systems while upholding the information security of the organization.


About Opportunity

As a member of Polaris’s Operations team, the IT Service Delivery Associate is primarily responsible for supporting program optimizations and service delivery for all Information Technology (IT) and Informational Security (IS) systems that underline the operations of the National Human Trafficking Hotline and Polaris. This position will work closely with the Technology team to improve day-to-day operations with information gathered from departments and data points across the organization. The position will report directly to the Director of Technology Operations and is located at our office in Washington DC.


  • Assist the Director of Technology Operations with program optimizations and service delivery;
  • Create, distribute, analyze metrics involving the delivery and adherence of critical technology systems throughout the organization;
  • Advise various internal user communities regarding schedule and capacity availability of the Technology Operations team;
  • Create and maintain technology operations documentation and protocols;

·        Assist with the development and deployment of IT asset management strategies, including asset purchase, vendor relations, financials tracking and related logistics;

·        Track, analyze and maintain performance data on IT requests, delivery times, end user requests, project engagement compliance, and related activities;

·        Track, analyze, and maintain performance data on end user compliance with established IT practices;

·        Assist with resource dispatching and notifications during irregular operations and unplanned events;

  • Identify new areas for technology system growth, development, and improvement; taking initiative to propose potential solutions;
  • Monitor technology data points and dashboards, including information security systems, for the well-being of the organization.
  • Support major projects that include: research, planning, and implementing new IT systems;
  • Consult with and manage certain Polaris partners and vendors;
  • Work closely with the broader Operations team that includes: HR, Finance, and Building Operations;

·        Commitment to the National Human Trafficking Hotline mission and Polaris values; and

  • Other duties as assigned by supervisor.

This job description provides a summary of the major duties and responsibilities performed by individuals in this position. Incumbents may be asked to perform other tasks not specifically written in this job.

Required Qualifications

·        One year of experience in an information technology or operations role;

·        Experience writing documentation and protocols for an organization;

·        Excellent verbal and written communication skills with the ability to communicate technical concepts to both a technical and non-technical audience; and

·        Ability to handle multiple tasks under pressure and within a short time frame. Able to adapt quickly to changing situations or user needs.

Preferred Qualifications

·        Previous experience working in a fast-pace operations or IT team.

·        Familiar with a project tracking software tool such as Jira.


•         Internal: Ability to communicate with staff at all levels within the organization.

•         External: Ability to respond quickly and calmly in alarming situations. Frequent contact with vendors, law enforcement, service providers, and government agencies.

Working Conditions

•         Typical office setting

Physical Requirements

•         Prolonged sitting, chiefly at a computer terminal;

•         Occasional bending, stooping and stretching;

•         Requires eye-hand coordination and manual dexterity sufficient to operate a computer, telephone, calculator, and other office equipment;

•         Requires normal range of hearing and eyesight to record, prepare, and communicate in writing, in person and by phone;

•         Requires occasional lifting up to 25 pounds.

Values Statement

The work of Polaris is grounded in a set of values and organizational beliefs that provide a common starting point for all of our activities. At Polaris, we look for talented individuals who are passionate about combating all forms of human trafficking and who will strive to embody and model these values within the Polaris community and in the anti-trafficking field. Please take a moment to make yourself familiar with these values and our mission statement before submitting your application. You can find a full description of our values here.

Professional Level

Entry level

Minimum Education Required

High School