eRecruiting

We invite experienced professionals, talented office support and new graduates to investigate the broad range of employment opportunities identified below. To learn more about our association, go to the AMA Workplace, or check out our employee benefits.

The American Medical Association (AMA), along with its Affiliates and Subsidiaries, is headquartered in Chicago and is the largest and most influential professional medical association. Also, as a major business entity we produce many products and services for physicians and consumers. Our headquarters facility houses more than 1000 employees, including Affiliate and Subsidiary staff.



If you experience technical difficulty completing the AMA's application for employment contact Placement@ama-assn.org

Position Detail

Director, IT Support Center and Operations (3392MH)

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Description

The American Medical Association (AMA), the nation’s largest professional Association of physicians, has a dynamic opportunity for the right individual. In this vital role, you will direct the daily activities of the end-user IT Help Desk (Support Center) and Computer Operations staff.  You will be responsible to ensure a single point of contact for first, second, and third level handling of incidents, requests and problem management reporting, change control verification, and work station/server support.  The Director will monitor staff performance on a daily basis and coach staff on support activity, call handling and work load prioritization.  Additional responsibilities will be to identify ways to effectively manage shift pattern requirements, oversee identification and resolution of incidents and problems associated with end-user computing hardware and software (PCs, peripherals, desktop software).  You will also be responsible for escalation procedures and will be responsible for the communication of incidents across both IT and business stakeholders.  In addition, you will manage and coordinate Data Center events, incidents and requests and ensures that all data center events, requests and problems are resolved in a timely and efficient manner.



Requirements

  • Bachelor’s degree in computer science or related field required.
  • Minimum 7 years of supervisory experience with an ability to manage projects.
  • Minimum 5 years of experience in the management of and IT help desk support team and 3 years of experience managing a data center operations is required.
  • Minimum 4 years of experience in the management of an environment similar to the existing AMA hardware and software environments is required.
  • Excellent customer service, communication and interpersonal skills in a team environment.
  • Ability to work well with people from different disciplines with varying degrees of technical experience.
  • Ability to express complex technical concepts effectively, both verbally and in writing.
  • In-depth knowledge of incident, request, and problem management processes is required.
  • Knowledge of change management and release management processes is desired.
  • Knowledge of desktop software (Microsoft Windows and standard MS Office applications) required.
  • Experience writing operational procedures, user guides and application documentation required. Experience training staff on standards, processes and procedures, and software tools is desired. 
  • Experience is establishing PC software application training in a classroom environment desired.
  • Experience in vendor management, negotiating and managing contracts, evaluating technology, and authoring Requests for Proposals desired. 
  • PC hardware build and software installation experience is desired.
  • Ability to work long hours when necessary, to travel, attend educational events, and to meet with vendors and high-level business leaders.

The American Medical Association (AMA) is the nation’s largest professional Association of physicians.  We are headquartered in Chicago with smaller offices in Washington DC and in New Jersey. All of the AMA offices are within easy access of public transportation and are located in modern work facilities with complete administration and office support.

We are an equal opportunity employer, committed to diversity in our workforce. We encourage veterans to apply.

Internal candidates may apply by completing an internal Career Opportunity Application found on our Intranet site, and submitting it to Mary Hebein in Human Resources.  External applicants may apply by going to www.ama-assn.jobs





Position Type

Full Time

Assigned Departments

Computer and Information Management Chicago


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