Application Support Manager
7 days ago
Job Title: Application Support Manager
Reports To: IT Director
Supervises: Application Support Specialists (5-7)
Context: At the Sierra Club, we believe in the power of interdependence. Together, we remain committed to the fight for a healthy climate built on a foundation of environmental, racial, economic, and gender justice – a future where all people benefit from a healthy, thriving planet and a direct connection to nature. As the climate crisis and deeply entrenched systemic racism all fuel injustice, we will continue to fight for a bold, transformational agenda that recognizes the interconnectedness between our planet, our humanity, and our future. By recognizing that our destinies are tied, we continue to name that all things are fundamentally connected, and the overlap between ecology, race, gender, and representative government will move to either advance our collective humanity or to oppress it. Sierra Club has close to 800 staff across the country and a network of 64 local chapters that are led and fueled by thousands of volunteers. We are also proud to be a unionized employer, with three labor unions representing more than half of our employees.
Scope: Under the direction of the IT Director, the Application Support Manager is responsible for the team which provides technical support and training for staff and volunteer use of a wide range of constituent-focused applications which in turn support a wide range of business processes across the entire organization. The Application Support Manager has general knowledge of all constituent-focused applications and has in-depth knowledge of a subset of these applications. The Application Support Manager develops standard processes and procedures for responding to user help requests, involving other IT resources as needed for more involved issues, and identifies potential system enhancements. The Application Support Manager oversees development and maintenance of training materials. The Application Support Manager cultivates a strong service culture within the Application Support team. The Applications Support Manager refines the use of support systems and develops metrics to monitor performance of the team.
Job activities include but are not limited to:
- User Support. Manages all aspects of user support questions and issues related to constituent-focused applications. Develops standard processes and procedures for responding to user help requests, involving other IT resources as needed for more involved issues. Identifies potential application system enhancements. Coordinates the resolution of more complicated issues with developers and vendors, helping troubleshoot as appropriate. Oversees documentation of issue resolution to facilitate more efficient response in the future and to identify improvements to training materials.
- User Support Processes and Procedures. Oversees and refines the use of user support systems and develops metrics to monitor performance of the support team.
- Training Materials. Oversees creation and update of self-help training and reference materials (written documents, online learning, videos, etc.), working with the Learning Management System Community Manager as appropriate.
- System Enhancements and New Release Support. Oversees testing of new features and fixes, modifying training materials as needed.
- Application Knowledge. Maintains general knowledge of all constituent-focused applications and how data integrates among those applications. Has in-depth knowledge of a subset of these applications. Works with users to properly identify the most appropriate tool to use for any specific task.
- Staff Management. Cultivates a strong service culture within the Application Support team. Assigns work and defines task objectives, approaches, work products, and budget/schedules. Promptly reviews work and provides on-the-job guidance/training. Provides ongoing performance feedback and conducts formal performance planning and evaluation. Makes recommendations in hiring, termination and salary decisions.
The successful candidate must have the following skills and experience:
- Application Support and Staff Management. You are experienced in managing a team which provides application support.
- Applications. You have an understanding of one or more of the following constituent-focused applications: Salesforce (Sales Cloud and Marketing Cloud), VAN, Hustle, Mobilize, or similar CRM (Constituent Relationship Management) application.
- Ongoing Learning. You have demonstrated the ability to continue learning new application skills to best utilize the platform and communicate best practices to end users.
- Communication. You have demonstrated the ability to communicate technical subjects to non-technical audiences.
- Strong People Skills. This role works with members of the IT department and many staff of all levels throughout the organization. Active listening, adaptability, and collaborative problem solving ability are part of the daily work.
- Leading on Equity. You model effective equity analysis and practice and have a track record of operationalizing equity, and have embedded justice and equity throughout team/department policies, structures, culture, and programs.
Compensation and Benefits
The salary range for this position is $115,000 - $125,000.
The Sierra Club offers a competitive salary package commensurate with skills and experience plus excellent benefits that include medical, dental, and vision coverage, and a retirement savings 401(k) plan.
This is a category 4 exempt, non-represented, managerial position.
Sierra Club values the expertise and talents of foreign nationals. Sierra Club sponsors both nonimmigrant and immigrant visas when certain criteria are met, based on immigration laws and organizational needs. Such sponsorship is at the discretion of the Department Head and Sierra Club People Department in consultation with the employee’s manager. The Sierra Club cannot guarantee the approval of a visa petition. The Sierra Club is an equal opportunity employer committed to workforce belonging.
Please submit your resume here.
The Sierra Club provides equal employment and advancement opportunities to all staff members. Employment decisions are based on merit, qualifications, lived experience and skills. The Sierra Club does not discriminate in employment opportunities or practices on the basis of race, color, creed, religion, national origin, immigration status, socioeconomic status, ancestry, age, size, sex, sexual orientation, gender, gender identity, familial status, veteran status, disability, AIDS/HIV status, medical condition, prior conviction, arrest history, traits historically associated with race, including, but not limited to, hair texture and protective hairstyles, or any other characteristic protected by law.
The Sierra Club values and specifically seeks applicants who are people that identify as Black, Indigenous, women, queer, transgender, gender non-conforming, and gender fluid people.
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