Sr. Software Support Manager

Overview

Are you a seasoned software expert with a passion for problem-solving and leadership? We're looking for a Senior Software Support Manager to drive the seamless operation and enhancement of critical enterprise systems like CRM, ERP, HRIS, MarTech, and custom in-house applications. In this pivotal role, you'll provide expert guidance, mentor a talented team, and collaborate with cross-functional groups to resolve complex issues and optimize performance. If you have a unique blend of technical prowess, administrative know-how, and a customer-first mindset, we want you to lead the charge in delivering innovative solutions and exceptional service!

 

Here's some of what you will be doing:

• Develop and execute strategic plans for enhancing software support services, aligning with ministry values and industry best practices.
• Lead initiatives to automate support processes, implement advanced testing methodologies, and drive efficiency and scalability.
• Manage support coverage for ERP, CRM, HRIS, and custom applications. This includes overseeing scheduling and ensuring adequate coverage.
• Oversee budget allocation and resource management for the software support team.
• Create and maintain comprehensive documentation for configurations, customizations, and processes.
• Collaborate with cross-functional teams (development, business stakeholders, etc.) to ensure system integration and optimal performance.
• Manage vendor relationships, contracts, and performance, ensuring optimal service delivery and value.
• Develop and monitor key performance indicators (KPIs) for the software support team and individual contributors.
• Serve as the primary escalation point for complex technical issues across all application domains (ERP, CRM, HRIS).
• Provide expert guidance and strategic direction to domain specialists; hands-on troubleshooting is not expected, but a deep understanding of the systems is required to effectively guide the team.
• Lead projects related to system enhancements, upgrades, and integrations. This involves planning, resource allocation, and progress monitoring, not direct implementation.
• Oversee system security, compliance, and audit processes.
• Ensure effective communication and knowledge sharing within the team and across the ministry.

Here's some experience we are seeking: 

• Bachelor’s degree in computer science, Information Systems or equivalent experience required.
• Relevant certifications (e.g., NetSuite Administrator, Salesforce Administrator, ITIL) are desired.
• Demonstrated expertise in leading and managing complex software support environments, including ERP (NetSuite), CRM (Salesforce), and HRIS (ADP) systems. Prior hands-on experience with these systems is a significant plus but not required for this management role.
• Deep understanding of software architecture, databases, networks, and cloud technologies.
• Proven ability to manage priorities and optimize resource allocation.
• Expertise in diagnosing and resolving complex software issues across diverse platforms (demonstrated through effective team leadership and guidance).
• Proficiency in data processing and flow using ETL/ELT tools (e.g., Fivetran, Azure Data Factory, Alteryx, Boomi) is a plus.
• Strong experience with project management methodologies and tools.
•  

What can we offer you?

• Industry leading Medical, Dental & Vision coverage
• Short/long term disability and life insurance
• Robust 401K with company match
• Parental leave with Baby Bonding pay
• Generous PTO, holiday and sick pay
• Unique company culture that includes exclusive access to concerts, movie premieres, media industry events, and more
• Leadership and Career Development Programs including free access to LinkedIn Learning platform

Why work for Educational Media Foundation, K-LOVE/Air1?

Educational Media Foundation (EMF) is a nonprofit, multi-platform media company on a mission to draw people closer to Christ. Founded in 1982 in Santa Rosa, CA, with a single radio station, EMF today owns and operates the nation's two largest Christian music radio networks (K-LOVE and Air1) with over 1,000 broadcast signals across all 50 states and beyond, streaming audio reaching around the world, and a growing family of media ministries including podcasts, books, films, concerts, and events. EMF employs nearly 500 team members between its offices in Nashville, TN, Rocklin, CA, and field locations around the country. You can view our mission and values here Mission, Beliefs & Values. 

 

 

“As an Equal Opportunity Employer, EMF makes employment decisions based on meri