Application Support Manager - Ascend Charter Schools : Job Details

Overview As a member of Ascend's technology team, the application support manager will be responsible for partnering closely with end users and the technology team to maximize usage of Ascend's applications and hardware. Travel between our Brooklyn schools and occasional weekend and/or evening work is required. About Ascend Ascend is the largest Brooklyn-based public charter school serving nearly 6,000 K-12 students in 17 schools. We exist to serve every student - to help them embody their inherent excellence by providing rich, joyful learning experiences that unlock a life of boundless choice. Access to education is a social justice issue. As educators, we center justice and live out our commitment to Diversity, Equity, Inclusion, and Anti-Racism (DEIA) by ensuring that our students have the skills, tools, and confidence they need to thrive today and in the future. We are proud to have a workforce that mirrors the diversity seen in our students. Working at Ascend provides a community focused on developing an environment of support and belonging. Educators collaborate closely and encourage each other to achieve great outcomes. Our schools honor, nurture, and challenge the whole child. Ascend fosters critical thinking skills and a love of learning through an inquiry-based learning approach, Responsive Classroom model, and anti-racist education. Students at Ascend benefit from a rich and rigorous liberal arts curriculum that nurtures natural curiosity about the world and guides them to think critically and independently. Ascend invests in employees by providing ongoing professional development, coaching, and career pathways in our schools. We are proud to provide a generous benefits package, which includes flexibility in our healthcare plan, and 403(b) matching starting at year one. At Ascend, we care about our workforce's mental health and offer services covered by insurance and additional time off for our staff to utilize for their personal care. For more information on Ascend Charter Schools' model, approach, and core values, please visit our website. Responsibilities The applications support manager is responsible for the following: Training and Operations

• Documentation & Training
  • Developing and maintaining in-depth knowledge of Ascend's approach to applications.
  • Designing and leading onboarding and other trainings, for both small and large groups, on all applications and hardware.
  • Producing organized and informative application documentation, including details of application configurations and installation and client infrastructure.
  • Creating, implementing, and maintaining training curricula, documentation, and technology policies, including tip sheets for specific users
• App Optimization
  • Partnering with network teams to scope, vet, and implement new software applications and support team initiatives by looking for opportunities for process improvement.
  • Collect end-user feedback for the broader technology team to measure impact and incorporate into future design/enhancements
  • Assist with supporting new and existing application integrations.
  • Engaging software and equipment vendors to ensure issues are escalated and relevant information is provided for troubleshooting or clarifying issues.
  • Maintaining a high degree of awareness of applications enhancements and new solutions from current and prospective vendors.
  • Performing periodic performance reporting.

Technical Support

• Providing first- and second-line application support, resolving technical issues, and communicating solutions.
• Monitoring and responding to tickets submitted by staff.
• Developing a deep understanding of applications, supporting infrastructure and systems integration.
• Support and troubleshoot issues (process & system), identify root causes, and proactively implement sustainable corrective actions.

Assisting technology team with application and infrastructure projects and support.

• Provide technical assistance to managers, technical project coordinators in request management, project priorities, resource allocation and regular project reviews.
• Research, collect and evaluate project data necessary to meet project reporting and evaluation requirements.
• Develop, maintain, update, and oversee project plans and schedules.
• Serve as a liaison between Technology and other stakeholders for ongoing projects and project matters.

Staff and Reporting Relationships The application support manager reports to Ascend's Associate Director of Technology. Qualifications

• Bachelor's degree from a competitive college or university.
• 5+ years of work experience in a fast-paced, rapidly evolving environment.
• 3+ years of application support experience.
• K-12 school experience is preferred, but other tech training will be considered.
• Proficiency in developing and delivering various training materials and modalities, including in-person, virtual and digital training. Must have worked as an end user/ client facing trainer at all levels of seniority.
• Possesses the ability to effectively produce written support documentation.
• Some experience or interest in learning about data warehousing and information management preferred.
• Must have good organizational, verbal, and written communication skills. Ability to meet deadlines is essential.
• Must possess the ability to interface staff and perform as a liaison.
• Ability to create organized and informative reports, as well as comprehensive, accurate documentation.
• Ability to handle multiple assignments.
• Must be able to work independently and as part of a team.
• Basic HTML/CSS knowledge is a plus.

Skills and Traits A successful application support manager will demonstrate:

• Excellent customer service skills and the ability to prioritize and communicate effectively with non-technical users.
• Strong analytical and problem-solving skills.
• Comfort with performing hands-on work and assisting with strategic projects.
• Ability to thrive in a fast-paced environment.
• Flexibility and the ability to work autonomously as well as take direction as needed.
• Strong results-oriented troubleshooting and commitment to excellence.
• Self-sufficiency with the ability to ask questions and request help when needed.
• Excellent task- and time-management skills.
• Strong verbal and written communication skills and the ability to think critically, quickly, and strategically.
• Ability to handle multiple projects simultaneously.

Compensation Initial salary offers for this position range from $70,000-$75,000. Salaries are determined using an equitable compensation scale that accounts for years of experience and levels of attained education. Diversity at Ascend Ascend is committed to building a diverse and inclusive community, both through our hiring practices and our focus on creating a culture and environment where diverse perspectives, ideas, and identities are valued and integrated into our way of working and educating students. Ascend staff represent a wide diversity of racial, socio- economic, gender, religious, and national identities-opening a window to the entire Ascend community on the richness of humanity. We welcome all applicants who share our mission and vision to join us in our deeply consequential work.