Games Technology Support Manager

Helpdesk, Customer Service, Interpersonal Communication, Detail oriented, Time management, Training, Virtual Training
Full Time
Depends on Experience
Work from home available Travel required to 50%.

Job Description

Special Olympics Inc. (SOI), is the world’s largest sports organization for people with intellectual disabilities: with more than 4.9 million athletes in 172 countries and over a million volunteers. Special Olympics facilitates over 108,000 competitions in a year, across 225 Programs.

SO Connect is a web-based software system designed to replace a legacy games management system and provide CRM-like functionality for data related to athletes, coaches and volunteers associated with the competition. To date, SO Connect has been used at World Summer Games 2019. Over the next few years, SO Connect will be enhanced to support World Winter Games 2021, and it will be rolled-out to Programs around the world for use in Program-level Games and operations.

The Manager, Games Technology Support will be a subject matter expert for SO Connect. This role is responsible for providing Tier-1 support for the SO Connect software system, including issue resolution and end-user training.

Primary Responsibilities:

  • Provide SO Connect support globally
  • Provide Tier-1 helpdesk support and end-user training to SOI Staff and volunteers
  • Provide client support to SOI Accredited Programs
  • Support and execute global training curriculum, including the creation of training documentation, training documentation storage and access strategy for users, and upkeep of documentation
  • Serve as a SO Connect subject matter expert to Local Organizing Committees of major games (eg., World Winter Games 2021)
  • Provide consulting to SOI Programs on how to leverage SOI provided technology, including SO Connect
  • Schedule calls, meetings and travel related to the SO Connect Project Liaison with internal stakeholders, program (affiliates), staff, volunteers, and vendors.
  • 20% travel (up to 50% travel) required to support Games, events, training, and other duties as required

Required Qualifications:

  • Outstanding customer service skills.
  • Strong analytical problem solving skills.
  • Ability to communicate technical solutions clearly and effectively.
  • Ability to conduct end-user training and support.
  • Ability to quickly grasp and master new technology.
  • Highly organized and ability to work in a fast paced environment.
  • Attention to detail.
  • Ability to prioritize work load for the maximum benefit of the project.
  • Highly professional in all communications with stakeholders.
  • Flexible and adaptable to meet emerging requirements and changing priorities.
  • 1-2 years of relevant experience

Desired Qualifications:

  • Experience with Special Olympics Programs or SOI, including experience with SO Connect or GMS (Games Management System)
  • Experience as an on-site or virtual trainer of software systems.
  • Experience in a helpdesk or customer service support role.

*If you are based in our Washington, DC headquarters, you will have the ability to telecommute 1 day per week after 6 months of employment. This position can be based 100% remotely or in our DC office, depending upon your location. 

Special Olympics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Posted By

Katelynn Focht

1133 19th St NW Washington, DC, 20036

Dice Id : RTX1d9936
Position Id : 6535945
Originally Posted : 2 months ago
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