Manager of Software Support

Position Summary

The Manager of Software Support is a member of the Technology and Business Intelligence team and is responsible for the adoption and usage of organizational software; training and support for various applications; development and maintenance of the SharePoint intranet site for the organization.

Position Duties & Responsibilities

• Serve as the Subject Matter Expert and Support Users to Fully Leverage United Way’s Core Shared Software Tools and Applications, Including But Not Limited To Microsoft Office 365 Applications, AI Tools (ChatGPT, Microsoft Copilot, Claude), Asana, FormStack, Etc.
  • This Includes Lead user training and provide guidance on best practices or the effective use of organizational software applications.
  • Develop documentation for software applications for user knowledge base.
  • Maintain and regularly update an inventory of all technology tools and applications, including software descriptions, internal administrators, costs, contract terms, renewal dates, and vendor relationships, ensuring accurate documentation and effective software governance.
  • Conduct periodic needs software assessments for organization.
  • Serve as the backup trainer for new employee orientation technology setup, ensuring seamless onboarding experiences and continuity when primary trainer is unavailable.
• AI Adoption and Application
  • Partner with teams across the organization to identify opportunities to leverage AI solutions for efficiency and process improvement.
  • Provide leadership in evaluating and prioritizing AI and automation opportunities across the organization, ensuring alignment with business needs, operational goals, and technology strategy.
  • Design, develop, and deploy custom AI solutions and agents to address organizational needs.
  • Manage the organization's AI tool ecosystem by ensuring effective administration of accounts and licenses, establishing user support and training resources, and promoting best practices for the responsible use of AI technologies.
  • Serve as a liaison between the organization and technology vendors, facilitating the implementation and integration of AI tools.
• Project Management Platform Administration and Adoption
  • Oversee the organization's project management platform, ensuring it effectively supports business needs and operational priorities.
  • Establish and maintain workflows, templates, and best practices that promote consistent and efficient project management practices across the organization.
  • Lead organizational adoption efforts by partnering with department leaders to increase effective utilization of project management tools and processes.
  • Ensure appropriate user access, platform configuration, and system maintenance to support a positive user experience.
  • Oversee user support, training, and resource development to build project management capabilities across teams.
  • Monitor platform usage, adoption trends, and performance metrics, providing recommendations to improve effectiveness and user engagement.
  • Develop and maintain documentation, training materials, and support resources to encourage ongoing platform utilization and continuous improvement.
• Technology Innovation & Organizational Support
  • Stay current on emerging technology and industry trends to proactively identify new tools and solutions that could address organizational challenges and improve efficiency.
  • Provide consultative support and responsive service requests from internal and external customers.
  • Perform special assignments and other work, on an as-needed basis.

Qualifications (Education & Experience)

• Relevant experience may be considered in lieu of formal education where appropriate.
• Associate degree required; Bachelor's degree preferred in information technology, computer science, business, information systems, or a related field.
• 2–4 years of experience supporting and administering business applications, software platforms, or technology systems.
• Experience supporting Microsoft 365 applications and collaboration tools required.
• Experience with AI tools (ChatGPT, Microsoft Copilot, Claude, or similar platforms) preferred.
• Experience administering project management platforms (Asana or similar) preferred.
• Microsoft 365 certifications preferred.
• Experience working with technology vendors, software implementations, or system administration preferred.

Knowledge & Technical Skills

• Strong knowledge of Microsoft 365 applications, collaboration platforms, and business productivity tools.
• Ability to administer software platforms, manage user access, and maintain system documentation.
• Experience training and supporting users on technology tools and best practices.
• Knowledge of AI tools and automation technologies and their practical business applications.
• Strong troubleshooting, problem-solving, and analytical skills.
• Ability to evaluate organizational needs and recommend technology solutions that improve efficiency and adoption.
• Strong organizational skills with the ability to manage multiple priorities and projects simultaneously.
• Demonstrated attention to detail and commitment to data integrity, confidentiality, and system accuracy.
• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical audiences.
• To stay current on emerging technologies and identify opportunities for organizational improvement.

Position Leader: Strategic Insights and Business Intelligence

Senior Director Position Leads: N/A

FLSA Status:

Exempt, Full-Time

Salary Range:

Mid 50s to Low 60s

Benefits:

Complete Benefits Package Available

Reviewed:

July 2026

Equal Opportunity Employer:

United Way of Central Indiana (UWCI) is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. All qualified applicants will receive consideration for employment.

Position Description:

This position description is intended to describe the general nature and level of work performed and is not a contract of employment. Employment with UWCI is at-will and may be terminated at any time, with or without cause or notice, subject to applicable law. UWCI reserves the right to modify, interpret, or apply this position description as needed and to assign additional duties as appropriate.