Manager, Application Support

Build your best future with the Easy Ice team- Cool Careers Start Here! 

We’re a growing company that provides an all-inclusive commercial ice machine subscription to business owners nationwide. We’ve been changing our industry for the better since we started in 2009, and we’re not slowing down anytime soon. As a member of our team, you’ll be helping restaurants, bars, hospitals, hotels, and other businesses get the ice they need without spending a fortune or stressing out. We’ll invest in your professional development and overall quality of life because we know employee satisfaction is key to our success. Easy Ice doesn’t just want to be the #1 commercial ice machine solution in America—we also want to be one of the best places to work.

Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Easy Ice team and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

What we offer

• Competitive pay
• Excellent Medical/Dental/Vision/Group Life
• 401k Company Match
• PTO and Holiday Pay
• Fitness Membership Reimbursement
• Hands on experience that promotes a growth-oriented culture
• Personal growth opportunities which encourages employees to “think outside the box”
• Challenging and meaningful work that fosters learning and development  
• Fun fast-paced company culture and work environment
• Collaborative team environment to support and mentor each other
• Check us Out:  Easy Ice

POSITION SUMMARY:

The Manager, Application Support is responsible for the administration, optimization, and ongoing governance of Easy Ice's Salesforce platform, ensuring the system reliably supports the company's sales, marketing, customer success, and operations functions. This role serves as the internal subject‑matter expert and primary point of contact for all Salesforce‑related configuration, user management, data integrity, and platform enhancements, balancing day‑to‑day support requests with longer‑term strategic improvements. The Manager partners closely with Sales, Marketing, Finance, and Operations leadership to translate business requirements into scalable, well‑documented Salesforce solutions — including workflows, custom objects, reports, dashboards, and integrations with third‑party platforms. This position owns the full application support lifecycle: intake and prioritization of enhancement requests, release management, regression testing, user training, and post‑deployment validation. The Manager also maintains platform health through proactive monitoring of data quality, license utilization, security settings, and compliance with internal governance standards. As the organization grows and evolves, this role will be instrumental in evaluating new Salesforce features, managing external consultants or developers when needed, and ensuring that the platform scales effectively to support Easy Ice's private‑equity‑backed growth objectives.

ESSENTIAL DUTIES AND RESPONSIBLITIES:

• Lead, mentor, and develop a team of Salesforce administrators and/or application support specialists, setting clear expectations, priorities, and professional development goals.
• Serve as the primary Salesforce subject‑matter expert and internal escalation point, managing all aspects of platform configuration, security, and user administration.
• Intake, prioritize, and manage the enhancement request queue; balance day‑to‑day support tickets with strategic platform improvement initiatives.
• Design and maintain Salesforce customizations including custom objects, fields, workflows, flows, validation rules, approval processes, and page layouts.
• Partner with Sales, Marketing, Finance, and Operations leaders to gather requirements and translate business needs into scalable, well‑documented Salesforce solutions.
• Develop and maintain reports, dashboards, and analytics views that provide actionable visibility across all functional stakeholders.
• Own the full release management lifecycle including sandbox configuration, regression testing, deployment, and post‑release validation.
• Monitor and enforce data quality standards through deduplication, validation rules, and platform governance processes.
• Manage integrations between Salesforce and third‑party platforms (LSC, marketing automation, billing, telephony); coordinate with IT and vendors as needed.
• Evaluate new Salesforce features, releases, and AppExchange solutions; maintain a platform roadmap aligned with Easy Ice's growth objectives.
• Manage external consultants and developers when engaged; oversee scope, deliverables, timelines, and quality of work.
• Deliver end‑user training, onboarding support, and ongoing education to drive platform adoption and proficiency across all user groups.

• Maintain comprehensive platform documentation including configuration guides, data dictionaries, process flows, and release notes.
• Monitor platform health metrics (storage, API usage, license utilization, security); proactively identify and resolve risks before they impact operations.
• Support audit and compliance requirements by maintaining security configurations, access controls, activity logs, and change control documentation.

POSITION QUALIFICATIONS:

Education: Bachelor's degree in Information Systems, Computer Science, Business Administration, or a related field; equivalent experience considered. 
 
Experience:

• 5+ years of Salesforce administration experience with demonstrated hands‑on platform configuration and customization expertise.
• Salesforce Administrator Certification (ADM 201) required; Advanced Administrator, Platform App Builder, or additional certifications strongly preferred.
• Proven experience leading, supervising, or mentoring a team of administrators, analysts, or application support professionals.
• Strong understanding of Salesforce security model including profiles, permission sets, role hierarchy, sharing rules, and field‑level security.
• Demonstrated experience managing integrations between Salesforce and third‑party platforms (ERP, marketing automation, telephony, billing systems).
• Proficiency in Salesforce automation tools including Flow, Process Builder, workflow rules, and approval processes.
• Experience managing a full release lifecycle: requirements gathering, sandbox development, regression testing, deployment, and post‑release support.
• Strong data management skills including data quality governance, deduplication, validation rules, and mass data operations (Data Loader, Import Wizard).
• Excellent communication and stakeholder management skills; ability to translate complex technical concepts into business‑friendly language for non‑technical audiences.

Other Desired Skills:

• Project management skills with experience in Agile or Scrum methodologies  
• Strong problem-solving and analytical abilities for diagnosing complex issues  
• Knowledge of other CRM platforms such as Microsoft Dynamics or HubSpot  

• Training and development skills to create user training materials and conduct sessions  
• Vendor management experience for coordinating with third-party support and vendors

WORK ENVIRONMENT:

• Work primarily in a climate controlled environment with minimal safety/health hazard potential.
• Sedentary, sitting, walking, occasional lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use.
• Sits for extended periods of time.
• Must have sufficient visual acuity to be able to work, for prolonged periods of time, on a computer monitor.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be an exhaustive list of all job duties performed by the personnel so classified. 

Easy Ice is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information or any other characteristic protected by applicable federal, state or local laws.