Manager, Information Technology Service Desk

The American Hospital Association (AHA) is a national organization that represents and serves all types of hospitals, health care networks, and their patients and communities. The AHA has two main offices, located in Washington, D.C. and Chicago. We are currently seeking a Manager, Technology Service Desk for our D.C. office. This position is a hybrid role (three days in the office, two days working remote).
Starting base salary = $106,000 - $132,000 (commensurate with related experience).

Direct the day-to-day operations of the IT Service Desk, ensuring timely and effective resolution of user issues. Monitor and manage service levels, response times, and customer satisfaction metrics; address deviations promptly. Act as customer-facing central point of contact for Service Desk operations; provide regular updates to users and stakeholders on Service Desk performance and improvements by managing to Service Level Agreements.

• Align with industry best practices and identify opportunities for process improvements and efficiencies within the IT Service Desk.
• Troubleshoot, diagnose, and resolve technical problems in a diverse technology ecosystem across multiple offices; develop and maintain incident management procedures; investigate systemic or recurring problems; identify root causes.
• Manage a technical team responsible for implementing and enforcing standard provisioning procedures for hardware, software, and configuration; ensure system images are up to date and meet established cybersecurity baselines. Lead, mentor, and motivate team to deliver exceptional service to end users; foster a customer-obsessed culture.
• Ensure hardware and software assets are managed and documented throughout their lifecycle; manage software licensing as it relates to user licensing.
• Collaborate with operating units, other IT teams, and vendors to escalate and resolve complex technical issues.
• Manage the training and assistance provided to executive staff on technology and software as needed.
• Evaluate and select external services as they relate to Service Desk operations; negotiate contracts; ensure compliance with service level agreements.
• Collaborate with Facilities in support of meeting room technology and ensure that meetings are fully supported without issues.
• Other Duties as assigned.

We offer an excellent total compensation package, which includes medical/dental coverage (PPO/HMO), vision care, life insurance, short and long-term disability plans, 401(k), tuition reimbursement, paid vacation/holidays/sick days, wellness programs and more!

The American Hospital Association (AHA) is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics. We will provide reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and Title I of the Americans with Disabilities Act of 1990. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call (312) 422-3000 and ask for the Director, Human Resources and let us know the nature of your request and your contact information.

The AHA participates in the E-Verify Program. #LI-Hybrid

Experience

• 5 - 7 years: Minimum 5 years of experience in working within a Service Desk supporting Information Technology infrastructure, enterprise desktop services, operations, and providing customer service. Minimum 2 years of management experience leading, developing, and mentoring desktop technical staff.

Education

• Bachelors or better in INFORMATION TECHNOLOGY & MANAGEMENT or related field

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)