Enterprise Site Support Manager 1 - Guam

Matson, Inc.; Maina (GU); On-site; USD 90,000 - 120,000; Full time

Job summary

Matson Navigation Company, Inc. seeks an Enterprise Site Support Manager to lead IT site services, asset management, and enterprise-wide helpdesk operations. The role focuses on enforcing hardware/software standards and security policies across Matson’s sites, while driving site projects to completion.

You will supervise a diverse IT team, including union staff, coordinate cross-group initiatives, and maintain high end-user satisfaction through effective leadership and service delivery.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Must have 3+ years management in IT or system support.
• Experience with ITIL/ITSM and ServiceNow.
• Ability to supervise a union workforce and coordinate cross-functional teams.

Responsibilities

• Manage and execute IT site services and support strategies for internal customers.
• Oversee asset management and helpdesk systems enterprise-wide.
• Develop and enforce hardware/software standards and security policies.
• Lead site level projects with timelines and budgets, applying project management best practices.
• Coordinate across Matson site support teams to ensure consistent delivery.
• Provide leadership to IT services groups and assist other teams as needed.
• Maintain high customer satisfaction and push for continuous improvement.

Skills

Management experience

Team supervision

Communication skills

Flexibility across shifts

Travel readiness

End-user support understanding

Education

Bachelor’s degree or equivalent work experience

Tools

ITIL & ITSM tools (ServiceNow)

SCCM

Active Directory

GlobalProtect VPN

Intune

Job description

Description

Position at Matson Navigation Company, Inc

About Us

Matson has been the leading ocean shipping and logistics provider throughout the Pacific since 1882. We are the supply chain lifeline for Hawaii, Alaska, Guam, and islands of the South Pacific. We also offer the top two ocean shipping services in the world’s largest trade lane - Asia to the U.S. West Coast. With our subsidiaries Matson Terminals and Matson Logistics, our business focus is exceeding customer expectations with quality, reliability, and integrity. We strive to operate in an environmentally sustainable manner and promote land-based environmental programs in Hawaii, Guam, and Alaska. We help improve the communities in which we work and live through our community giving program that annually supports hundreds of local organizations. Matson is honored to be certified as a Great Place to Work. Our team of dedicated and talented employees consistently deliver exceptional results for our customers and the communities in which we serve. Learn more at matson.com.

About The Role

The Enterprise Site Support Manager position is an entry-level management position within IT Services. He or she will be a member of the IT Enterprise Services team. The incumbent manages and executes IT site services and support strategies that focus on Matson’s internal customers. This position also involves managing corporate-wide asset management and helpdesk systems and services. This position plays an integral role in executing and maintaining corporate wide site hardware and software standards as well as site global security policies and procedures.

What You’ll Do:

• Responsible for implementing objectives and strategies aligned with IT enterprise directives to effectively support the end users community.
• Continually evaluate technologies aligned with IT enterprise directives to improve end users computing standards.
• Execute and manage site level projects aligned with IT enterprise directives; follow timelines, budgets and adhere to project management’s best practices.
• Drive and coordinate support and services in accordance with and across Matson site support teams with consistency.
• Directly or indirectly assist other groups in IT services to help them complete their specific tasks.
• Maintain high levels of internal customer satisfaction with utmost respect and dedication.
• Meet or exceed mutually established key objectives.
• Drive IT Enterprise key objectives, assign the activities of team members and ensure production schedules are met, and performance is functional and practical in the process.
• Maintain and adhere to project plans and schedules, contingency plans and maintain procedural and system documentations.
• Adhere to, maintain, and implement operating procedures for the department.
• Maintain high level of standards in interpersonal skills such as verbal and written communications.
• Maintain high level of technical skills and strive to expand on technical knowledge through self-education or company provided education.
• Follow and enforce IT corporate standards and policies.
• Maintain an active role with the business unit’s management team and continuously analyze needs and seek improvement opportunities.

In addition to those essential job functions identified above, individuals in this position are also responsible for performing other duties or tasks that may be assigned. The Company retains the discretion to add to or change the essential job functions of this position at any time.

You Have These Skills:

• Understanding of core internet technologies and protocols – DHCP, DNS, mail transport, TCP/IP, FTP, Cisco routers, and switches, MPLS, and 802.11x wireless protocols.
• Maintains a strong awareness of industry trends and issues, emerging technologies, is able to visualize their relevance to Matson’s business needs, and is able to communicate and advise management accordingly
• Responsible for supporting hardware, operating systems, systems software, and communications technologies including Windows Server OS, Intel-based rack and blade servers, Windows 11 OS, mobile OS, iOS and Android, Microsoft O365 suite including OneDrive, Teams, and SharePoint.
• Possess general knowledge of MS Copilot, Claude Opus, AI in general.
• IT software management tools including SCCM: patch management, OS deployment, application packaging, and catalog.
• Administration of security tools including Active Directory, Global Protect VPN, Windows Defender, DUO and ABM products and MS Intune.
• Support VoIP telephone systems and technologies including those from Avaya and web-based RingCentral.
• Possess excellent interpersonal, oral and written communication skills
• Ability to supervise, train, and motivate within a union workforce
• Must be flexible to work; day, night, weekend, and holiday shifts
• Occasional project or support related travel may be required to Japan, Mainland USA, Saipan, and other mid-pacific islands.

And These Qualifications:

• Bachelor’s degree or equivalent work experience.
• Must have, or be able to obtain and maintain a TWIC card
• Possess a valid driver's license to operate a vehicle
• Must have at least 3 years of management experience in IT or system support department.
• Must have at least five to seven years of experience in IT services support and has performed variety of tasks with a wide range degree of creativity and latitude.
• Direct management experience in a Site Support environment with responsibility for enterprise technical projects, maintaining budgets, and staff management.
• Experience with ITIL & IT services management (ITSM) tools including ServiceNow.
• Experience with SOX compliance within an enterprise organization:
• Experience supporting mobile devices including Apple iPhone/iPad, Android, and accessories
• Experience with storage systems and applications including RAID, NAS, SAN, backup systems, and services. Experience with maintaining DR/BC plan, including data restore, business resumption during emergency, and employee communication platforms in event of emergency.
• Experience with fundamental network security skills: current patch management best practices; educating employees on current security threats and how to identify and report these threats; working with Information Security teams to monitor and respond to breaches and virus outbreaks; current with security trends to predict technologies that can prevent futures attacks.

Extra Credit If You Have:

• Experience working on vessels and supporting their IT needs is a plus.
• Project Management experience desired.
• Experience installing and maintaining data communications equipment in the following environments LANs/WANs/Wireless, network switches, and mobility products such as VNC and VPN is desirable.

Physical Requirements:

• Sitting up to 50 minutes per hour
• Walking up to 50 minutes per hour
• Standing up to 50 minutes per hour
• Lifting up to 50 lbs.
• Comfortable in enclosed spaces or heights

The annual salary range is posted for this position in Hawaii. The salary offered will depend upon qualifications and other operational considerations.

At Matson, we're looking for people to build a unified team to maintain our values of trust, integrity, and reliability. We welcome people who think rigorously and thoughtfully challenge assumptions.

#MI

Physical Requirements:

• Sitting up to 50 minutes per hour
• Walking up to 50 minutes per hour
• Standing up to 50 minutes per hour
• Lifting up to 50 lbs.
• Comfortable in enclosed spaces or heights

The annual salary range is posted for this position in Hawaii. The salary offered will depend upon qualifications and other operational considerations.

At Matson, we're looking for people to build a unified team to maintain our values of trust, integrity, and reliability. We welcome people who think rigorously and thoughtfully challenge assumptions.

#MI

Matson is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, AIDS/HIV status, gender identity, gender expression, veteran status, genetic information, or any other protected status. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including, but not limited to, the San Francisco and Los Angeles Fair Chance Ordinances. View our applicant privacy statement: https://www.matson.com/media/Applicant_Privacy_Statement.pdf.