Database & IT Support Manager - San Francisco, CA

Human Resources

Marines' Memorial Association & Foundation

San Francisco, CA

www.marinesmemorial.org

Why You Should Join Our Exceptional Team:

• Our purpose driven mission: to Educate, Commemorate, and Serve those who have served our country.
• Amazing team of employees
• Competitive pay
• Comprehensive benefits package including Medical, Dental, Vision, Life/AD&D, EAP coverage, FSA
• A 5% company match on your 401k contributions
• Flexible time off through PTO and holidays
• Complimentary meals during work

Position Overview:

The Database & IT Support Manager (DITSM) is a dual role with responsibilities and deliverables split equally.

Database Manager responsibilities include: overseeing the organization’s data management, systems administration, analysis and reporting needs. This position will manage and maintain the integrity of the Raiser’s Edge and Luminate Online databases, creating and enforcing policies, procedures and accuracy of data, will design queries, import and export data and create and run reports to assist the Development and Membership teams in furthering the mission of honoring the legacy of military service.

IT Support Manager responsibilities include: providing end users prompt technical assistance with company computer systems and addressing issues/challenges that may arise from using them. This role is the first point of contact for end users with technical/computer questions and acts as a HelpDesk technician to resolve IT issues.

Essential Functions and Responsibilities:

Data Management

o Process membership and development payments and produce daily balancing reports

o Research and analyze data and prepare existing and custom reports for Accounting, Membership and Development departments.

o Coordinate and conduct data operations including, but not limited to, queries, general and custom reports, imports, exports, mail house lists, e-appeal mailing lists, donor recognition, recording and tracking of pledges and duplicate resolution.

o Ensure the integrity of the database by identifying, implementing and documenting the ongoing data cleanup processes.

o Be the primary liaison with technical support for Blackbaud.

o Create, print and send bi-weekly acknowledgement letters for Development and Membership departments.

o Responsibilities also include supporting and training staff in the use of Raiser’s Edge and other Blackbaud products.

Research and Analysis

o Create and run Development, Membership and Campaign reports and analyze as directed for opportunities and/or trends for maximizing revenue.

o Track cultivation and management of key prospects, including communicating next steps, tracking completed touchpoints and follow-up.

o Assist in rating and strategy planning for major donor prospects.

o Regular attendance required based on business expectations and needs.

o Complies with all federal, state and local employment laws, safety regulations and guidelines, Marines’ Memorial Association bylaws, policies and procedures.

IT Support

o Serve as the first point of contact for end users seeking technical assistance over the phone, email or Help Desk system via Microsoft Teams

o Diagnose and resolve technical hardware and software issues

o Experience with installing network printers and troubleshooting printing operation

o Determine the best solution based on the issue and details provided by end users

o Walk the end user through the problem-solving process

o Follow up with end users to ensure complete resolution of issues

o Identify and escalate situations requiring urgent attention to the IT Director

o Record events and problems and their resolution (Help Desk via Microsoft Teams)

o Communicate feedback or suggestions by end users to IT Director

o Assist IT Director on projects (planning, communication, installation, integration, etc.)

o Identify and suggest possible improvements to procedures

o Setup/install user workstations

o Train computer users as necessary

o Perform health check and maintenance on PCs as needed

Additional Responsibilities

o Comply with all MMA&F bylaws, policies and procedures (whether written or oral), all federal, state and local laws and regulations, CalOSHA requirements and Covid-19 mandates.

o Willing and able to work a varied schedule including daytimes, evenings, weekends and holidays based on business needs and/or as requested.

o Willing and able to take on additional responsibilities as requested by MMA&F management.

Non-Essential Functions and Responsibilities:

o Engage with members to provide login information, donation history, etc.

o Be an active member of the Development team; participate occasionally in development events, as necessary.

o Work closely with finance staff to reconcile monthly finances and ensure solid accounting and record-keeping for all revenue accounts. Help assist finance department with annual audit.

o Attend and participate in various employee resource group meetings, committee meetings, etc.

o Assist in ordering equipment and supplies.

Qualifications Required:

o 2 years of experience with Raiser’s Edge, Luminate Online or related Blackbaud database software or equivalent database experience.

o 2 years experience as IT Helpdesk, IT Support or similar position.

o Able to work well with limited or direct supervision.

o Attention to detail and accuracy with regard to handling data and executing reports.

o Previous experience in customer/end user facing role.

Qualifications Desired:

o Bachelor’s degree or international equivalency or equivalent experience in Information Technology, Computer Science or related field.

o Strong written and verbal communication skills.

o Strong analytical, research, and reporting skills.

o Able to work well with limited or direct supervision.

o Exceptional customer service skills. Previous experience in a hotel, club or hospitality environment preferred.

o Advanced proficiency in Microsoft Office.

For additional information and to apply, please go to: www.marinesmemorial.org/careers or submit your resume via email to: jobs@marinesmemorial.org

All offers of employment are subject to successful completion of a pre-employment
drug screening and background investigation. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Marines’ Memorial Association & Foundation (“MMA&F”) is an equal opportunity employer. We are committed to fostering an environment free from all forms of unlawful discrimination. Company policy prohibits unlawful discrimination based on race, color, national origin, ancestry, ethnicity, religion (including religious dress and grooming), sex, gender (including gender identity and gender expression), sexual orientation, partnership status, pregnancy (childbirth, breastfeeding or related medical condition), age, physical or mental disability, medical condition, special disabled veteran status, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, genetic characteristics and information, marital status, ethnicity, alienage, political affiliations, citizenship status or any other protected classification, in accordance with applicable federal, state and local laws. This policy governs all aspects of employment at MMA&F, including hiring, assignments, training, promotions, compensation, employee benefits, employee discipline and discharge, and all other terms and conditions of employment. Consistent with the Americans with Disabilities Act, applicants may request accommodation needed to complete the application process. Please contact Human Resources if you have any questions regarding this policy.