Manager, Technical and Salesforce Support at Leadership for Educational Equity (Washington, DC)

[LEE Talent Acquisition]

Please apply on our website.  

About Leadership for Educational Equity
Leadership for Educational Equity (LEE) is a nonprofit, nonpartisan leadership development organization dedicated to developing its members’ potential to ensure every child has the opportunity to receive an outstanding education.

Our kids and communities need more leaders who believe that educational inequity is a solvable problem.  We believe that when our members are organized and reach positions of leadership, they’ll serve as a transformative force for students, communities and the broader movement for educational equity.

LEE is a diverse team of passionate and talented individuals committed to making a difference.  We are a high-growth, results-oriented organization that operates in an entrepreneurial environment deeply invested in continuous improvement.  If you would like to become part of our team and join the fight for educational equity, or if you would simply like to learn more about what we do, please visit educationalequity.org. 

Position Description:
Leadership for Educational Equity (LEE) seeks a Manager of Technical and Salesforce Support to provide technical support for and management of LEE’s systems in order to support LEE staff and enable the organization to function efficiently and effectively. This role will own LEE’s support ticketing system and will be responsible for completing requests for Salesforce reports and support. They will also manage licenses for over fifty different platforms. The manager will support LEE staff by being the first line of response for user support in platforms such as Google apps, Adobe Connect, Timetrade, and Basecamp. This role will support software, not hardware, and will manage the vendor that supports all hardware. To be successful in this role, the manager will have an eye for process improvement and will work to uncover and solve for root causes.

Position Location: Washington, DC 

Responsibilities:

• Have ownership over, manage, and grow LEE’s support ticketing system
• Complete Salesforce requests made by staff, approximately 15 hours a week
• Be the first line of technical support for LEE staff on software platforms (not hardware)
• License management for approximately 50 software applications
• Responsible for LEE’s frequently asked questions related to this work
• Analyze trends in customer support issues and work on process improvements to solve for root causes, in partnership with the technology team
• Manage IT vendor for hardware support, Microsoft products, and account provisioning
• Manage system backups and recovery
• Domain and web hosting management
• Track budget for licenses and hardware, and help inform budgetary decisions
• Create and update LEE technology policies and procedures
• Support and actively build an office culture dedicated to superior customer service that exceeds staff expectations
• Stays up to date on platform changes
• Assume other responsibilities as assigned

Minimum Qualifications:

• Bachelor’s Degree required
• Minimum of 3 years experience with Salesforce
• Minimum of 3-5 years of work experience in a related field
• Excellent troubleshooting, technical research, and analytical skills
• Strong written and verbal communications skills
• Ability to communicate complex technologies and concepts with conversational language for the purpose of education and/or guidance
• Ability to prioritize competing responsibilities
• Ability to set and consistently meet deadlines and commitments
• Thrives in fast-paced entrepreneurial environment
• Ability to travel ~ 15% and work flexible hours with occasional weekends and evenings

Preferred Qualifications

• Proven technical customer support skills
• Proven process improvement skills
• Non-profit experience
• Experience providing support in a virtual or geographically dispersed workforce

Benefits and Salary
Salary for this position is competitive and depends on prior experience.  In addition, a comprehensive benefits package is included. 
  
An Equal-Opportunity Employer with a Commitment to Diversity
Leadership for Educational Equity is proud to be an equal opportunity employer, and as an organization committed to diversity and the perspective of all voices, we consider applicants equally of race, gender, color, sexual orientation, religion, marital status, disability, political affiliation and national origin. We reasonably accommodate staff members and/or applicants with disabilities, provided they are otherwise able to perform the essential functions of the job.