Help Desk Manager

First Hawaiian Bank-posted 8 months ago

$83,000 - $106,000/Yr

Full-time • Mid Level

Honolulu, HI

Management of Companies and Enterprises

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Join the First Hawaiian Bank ‘ohana, where our culture flourishes with purpose. We prioritize the 3 C's - Caring, Character and Collaboration - ensuring a workplace that is not only rewarding, but deeply fulfilling. Consistently recognized as one of the “Best Places to Work in Hawaii for 13 consecutive years, we take pride in our longstanding commitment to both our team and the communities we serve, spanning over 165 years. Step into a career that offers stability, excitement, and growth. Experience the thrill of a dynamic environment paired with a comprehensive training program. Plus, enjoy the perks of our competitive compensation and benefits package. If you are ready for a career that empowers you to thrive, your journey starts here. First Hawaiian Bank is currently seeking an experienced, customer-focused Help Desk Manager to lead our Help Desk Team. The Help Desk Manager is responsible for delivering efficient, effective, and responsive Information Technology services to all users. This role serves as the owner of the Incident Management program, ensuring service quality and availability. Additionally, the Help Desk Manager oversees and manages daily support operations, ensuring compliance with service level agreements and IT policies.

Deliver efficient, effective, and responsive Information Technology services to all users.
Own the Incident Management program, ensuring service quality and availability.
Oversee and manage daily support operations, ensuring compliance with service level agreements and IT policies.

Bachelor's degree in management information systems, information & computer sciences, technology-related field, or four (4) years of equivalent work experience required.
Four (4) years of management experience in Information technology with sound knowledge of ITIL framework and previously demonstrated leadership capabilities required.
Five years of equivalent work experience preferred.
Working knowledge of PC and network environment as well as associated data security policies and procedures.
Proficient in setup and troubleshooting of end user hardware and software.
Proficient in network infrastructure components including hardware and security tools.
Performed remote and on-site customer support services.
Familiar with legal and technical issues involving vendor contract negotiations.
Proficiency with problem determination methodologies.
Possesses the ability to collaborate effectively with individuals across various disciplines, accommodating diverse levels of technical expertise.
Proficient in setup and use of office automation tools, PC client operating systems (i.e. Microsoft Windows) and network printing/connectivity.
Excellent interpersonal skills and able to work well with end-users in assisting them with PC and network problem resolution.
Knowledgeable in network infrastructure and server operating system.
Excellent written and verbal communication skills to address user concerns, document systems and procedures, prepare evaluations and proposals and provide reporting to management.
Able to articulate bank policies and procedures, including project life cycle (PLC) to users and business units and apply them to projects and tasks.
Assist supervisor/manager in vendor, contract and financial management and reporting.
Strong organizational and time-management skills to meet deadlines within timely deadline constraints.
Knowledge of ITIL framework.
Knowledge in software tools used to assist in the tracking of users request, change control, and other monitoring tools.

Comprehensive benefits program for all employees.

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