The Associated Press is an independent global news organization dedicated to factual reporting. Founded in 1846, AP today remains the most trusted source of fast, accurate, unbiased news in all formats and the essential provider of the technology and services vital to the news business. More than half the world's population sees AP journalism every day.

The Associated Press seeks a Support Desk Lead to work on its Workflow Solutions team providing assistance to media companies who use software that AP licenses. This position is managed from AP’s Washington, DC, office but can be performed from anywhere within the continental U.S. This position reports to the Director of Customer Experience, Workflow Solutions

Responsibilities:

• Primarily responsible for coordinating the day-to-day case flow for the Workflow Solutions Support & Project Management team in the Americas. This includes ensuring that incoming calls are assigned appropriately, and daily support needs are met.
• Act as a primary escalation point for the Support team and evaluate whether cases need escalation to additional members of the Workflow Solutions team.  
• Liaise with Support & Project Management team leaders, as needed, on global support issues and effective problem resolution.
• Responsible for the management of the Workflow Solutions technical operation in Washington, DC.
• Participate in evaluation of system requirements for customer-hosted systems.
• Identify opportunities to improve our support systems by leveraging new technologies and products, including AI.
• Participation in an on-call rotation outside normal working hours is required.

Qualifications:

• Degree in journalism, computer sciences, or a related discipline, or additional relevant work experience.
• Professional experience in a news or technical organization.
• Professional experience in broadcast or online news production or operations.
• Familiarity with and/or experience working with AP ENPS.
• Previous management experience (preferred, but not required).
• Organized self-starter and team player, able to work effectively without direct supervision.
• Technical aptitude and strong understanding of personal computers (PC and Mac) and Microsoft Windows.
• Advanced experience with personal computers, servers, and server operating systems.
• Experience with cloud computing and containerization or web design and production.
• Strong communication skills and problem-solving abilities.
• Some travel may be required.
• Advanced-level professional competency in written and spoken English.
• Authorization to work in the United States for any employer.
   

Physical Demands: The candidate must be able to work in an office setting, including use of office equipment and software and sitting at a desk during regular office hours.
 

Application deadline is November 29, 2024 at 11:59PM EST. 

AP seeks to build an inclusive organization grounded in respect for differences. We support all aspects of diversity and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, marital status, national origin, age, sexual orientation, gender identity, disability, status as a veteran, or other characteristic protected by law. We encourage members of historically underrepresented communities, including women and BIPOC, to apply.