Manager of Software Support

Job Description

Job Description

United Way of Central Indiana works to bring the resources of philanthropy, government, corporations, the social sector, and neighborhoods together to confront generational poverty head on and ensure a better future for our neighbors in need. This is an ambitious time to join United Way as we embark on a five-year strategic plan to reduce the number of households experiencing poverty and financial instability. 

 

To make a significant impact in our region, United Way is looking for dedicated, confident, and compassionate team members who live our shared values of inclusivity, courage, accountability, respect, and excellence.  We partner to design, support, and grow systems that accelerate financial stability and upward mobility for individuals and families living in or near poverty and striving for a brighter future. Our vision is that Central Indiana will be a community where children, individuals and families thrive; neighbors care for each other; and we are proud of all our residents’ quality of life.

 

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.

United Way of Central Indiana’s core shared software tools and applications include but are not limited to all Microsoft Office 365 (O365) applications, AI tools (including ChatGPT, Microsoft Copilot, and/or Claude), and Asana for project management. In addition, this role maintains an inventory of all software tools and applications used across the organization and works alongside all divisions to support a wide variety of specific-use applications. Additionally, this role is responsible for ensuring all software and technology tools used across the organization to adhere to established information security standards and policies.

Position Duties & Responsibilities

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. 

 

Software Applications & Technology Support

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, DocuSign, 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. 
• Monitoring and creation of Microsoft Teams and SharePoint sites. 
• Support the roll-out of new application features and capabilities. 
• Coordinate with internal team members for all software applications and tools used across the organization. Examples include human resources tools, accounting tools, project management tools, etc. 
• 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. Coordinate with team leads to drive adoption and report on usage metrics to stakeholders. 
• Develop and maintain documentation and resources to support ongoing AI tool usage. 

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. 
• Performs 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
• Ability to stay current on emerging technologies and identify opportunities for organizational improvement

*Work experience may substitute for education requirements on a case-by-case basis.

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.

To apply, please visit our website at

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.