Manager, User Support & Applications
About The Position
AIP Publishing is a leading publisher of the physical sciences. Working with us means being part of a mission: to accelerate scientific discovery while reimagining the future of scholarly publishing. AIP Publishing helps brilliant work make a global impact. We’re building a living network of knowledge to spark thinking, connect people, and drive new ways forward — empowering a vibrant global community using science for good. We foster a collaborative, creative atmosphere and encourage a workplace culture that maximizes individual contributions. We’re always looking to evolve the ways we think and operate, and we actively encourage an environment where everybody feels comfortable, seen, and able to do their best work. We’re looking to hire and develop colleagues who are astute, flexible, and always striving to “solve better problems” through thoughtful consideration of individual, team, organizational, and customer impact. The Manager, User Support & Applications reporting to the Director, Enterprise Apps & Infrastructure, is a hands-on leader who sits at the intersection of technology, people, and process—shaping how staff across AIP Publishing experience and use digital tools every day. This role blends strategic platform ownership with user-centered service design, empowering teams to work smarter through well-governed systems, strong adoption, and meaningful engagement. If you enjoy translating real user needs into practical, scalable solutions—and leading a small team to do their best work—this is an opportunity to make visible, organization-wide impact.
Requirements
- 8+ years of experience in IT service delivery, digital workplace, or technology enablement roles.
- Deep hands-on Jira expertise — able to design, configure, and govern at scale, including automation, workflow management, and reporting.
- Experience designing feedback programs, conducting stakeholder interviews, and managing change.
- Strong understanding of Microsoft 365 (Teams, SharePoint, OneDrive) and related collaboration ecosystems.
- Proven ability to lead small teams, set direction, and build operational maturity.
- Excellent communication and facilitation skills — equally comfortable working with executives, end users, and technical peers.
Nice To Haves
- Familiarity with Smartsheet, Miro, or DocuSign administration a plus.
- Familiarity with AI productivity tools and process automation technologies preferred.
Responsibilities
- Lead, coach, and develop the Support Solutions Specialist and User Engagement Specialist, creating clarity of roles, goals, and growth pathways.
- Build a culture of proactive service, empathy, and accountability within the team.
- Establish and monitor clear objectives and key results (OKRs) for the team — focused on adoption, user satisfaction, and service quality.
- Design repeatable feedback loops so the team continuously surfaces user insights, pain points, and opportunities to improve AIP’s digital ecosystem.
- Serve as Jira Product Owner and Administrator, ensuring structure, workflows, automation, and governance reflect business needs and stay clean, scalable, and well-documented.
- Partner with the team on Microsoft 365 governance, automation, and user adoption.
- Oversee Smartsheet, Miro, and DocuSign administration through the team, providing guidance, governance, and integration opportunities.
- Drive consistency in access management, template use, reporting standards, and inter-tool integrations.
- Translate business requests into technical configurations and vice versa — ensuring both usability and compliance.
- Design and lead a structured user engagement program — regular listening sessions, surveys, office hours, and department-level partnerships.
- Ensure a two-way information stream between IT and the business: users feel heard, and the IT team stays connected to real-world needs.
- Partner with department leads to identify pain points and develop solutions that improve productivity and satisfaction.
- Communicate tool changes, new features, and best practices through digestible, ongoing engagement (e.g., newsletters, workshops, “what’s new” sessions).
- Develop and maintain a Digital Enablement Roadmap that aligns platform investments and process improvements to business priorities.
- Prioritize initiatives that streamline workflows, improve transparency, and reduce friction for staff.
- Champion and measure adoption of “ways of working” frameworks (OPOs, RACIs, retrospectives, cross-functional planning).
- Identify opportunities for automation or simplification of routine tasks through M365, Jira, or other tools.
- Partner with the Director on evaluating and piloting AI tools that enhance productivity and user support.
- Lead enablement efforts to help staff leverage AI in their day-to-day work responsibly and effectively.
- Curate and communicate AI success stories, tips, and training.
Benefits
- A remote workforce with staff based in NY, NJ, CT, MD, VA, PA, MA, RI, or Washington, DC, who meet in person for collaboration, training, strategic planning — and fun!
- Generous paid time off and paid sick and safe leave
- Flexible Work Schedule
- Competitive medical, dental and vision benefits
- Exceptional retirement benefits
- Monthly remote stipend
- Training and Tuition assistance
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
101-250 employees
