Manager IT Desktop Support I/II

Bank of Hawaii, Inc.

Honolulu (HI)

On-site

USD 60,000 - 90,000

Full time

11 days ago

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Job summary

Bank of Hawaii seeks a Desktop Support Manager to oversee the desktop support unit, guide staff, manage incidents, and drive the roadmap for end-user technology. You will ensure service levels meet targets and collaborate with multiple teams to deliver reliable, user-friendly IT support.

The role requires strong leadership, project management experience, and deep knowledge of IT service management, with a focus on delivering high-quality customer service in a banking environment.

Qualifications

Bachelor’s degree or equivalent work experience in a related field.
Experience leading IT desktop support teams and managing projects.
Strong communication, analytical and problem-solving skills.

Responsibilities

Oversees Desktop Support staff, incident management, and change movements.
Manages staffing, workload, performance, and training within budget.
Develops desktop roadmap and ensures alignment with strategy and cost targets.
Implements deployment lifecycle guidelines and measures service levels.
Collaborates with other teams and drives customer-focused service delivery.

Skills

Application Maintenance & Support

Business Acumen

Critical Thinking

Customer Experience

Decision Making & Judgement

IT Service Management

IT Technical Acumen

IT Technical Documentation

People Management

Systems Integration

Education

Bachelor’s Degree in Computer Science, Information Systems or equivalent education or work experience

Tools

Microsoft Office

SharePoint

Job description

Responsible for the administration of the Desktop Support, including supervision of technical staff, incident management, problem restoration, and moves, adds, and changed requested of the business.

Responsibilities

Manages the IT professionals in the Desktop Support unit. Assigns staff and schedules workload. Manages staff compensation, performance management, training, and development. Assures project and service requests are within agreed cost, schedule, and scope, demonstrating and communicating effective and appropriate prioritization.
Develops, prioritizes, and executes Desktop roadmap and project portfolios. Assists with project planning as necessary. Negotiates involvement and timing. Keeps informed of plans, issues, and potential problems.
Implements guidelines for technology deployment/lifecycle that are needs based and consistent with strategy, economic analysis, and operational impact assessments. Ensures end-user needs are met, the service is easy to engage, and the service is enjoyable to all defined and acceptable levels.
Establishes and supports operational metrics with external providers to evaluate service levels.
Provides feedback to Endpoint Engineers on desktop related support as necessary. Collaborates effectively with supporting departments and teams. Contributes positively to team, department, and organizational morale and environment.
Communicates with other managers to learn about implications of other projects and scope of involvement. Keeps informed of IT department projects.
Develops and executes strategic projects which further reduce the percentage of time spent on tactical work. Maintains awareness of cost impact of actions.
Demonstrates customer service focus by not only providing good service and considering the effect of all actions on internal and external customer service, but always looking for ways to improve service.
Performs miscellaneous responsibilities and duties as assigned.

Qualifications

Bachelor’s Degree in Computer Science, Information Systems or equivalent education or work experience.
Level I: Minimum of 6 years of experience related to and responsibility for IT desktop support management, including responsibility for communication of complex technical programs. Banking/financial industry or related field preferred. Minimum 1 – 2 years of experience managing teams of desktop support technicians and/or minimum of 1 – 2 years of effective project management experience. Experience with enterprise systems for integration, middleware and information management helpful.
Level II: Minimum of 8 years of experience related to and responsibility for IT desktop support management, including responsibility for communication of complex technical programs. Banking/financial industry or related field preferred. Minimum 3 – 4 years of experience managing teams of desktop support technicians and/or minimum 3 – 4 years of effective project management experience. Experience with enterprise systems for integration, middleware and information management helpful.
Demonstrated proficiency and expertise with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, Access, PowerPoint and SharePoint) or similar software. Possess analytical skills, knowledgeable of systems architecture, awareness of new approaches and techniques in the data processing industry. Knowledge of or ability to use Bank software and systems.
Excellent oral and written communication, analytical and problem solving skills. Effective interpersonal skills and collaborative management style to include teamwork and team building ability. Effective conflict management, negotiating and problem solving skills. Must be comfortable with ambiguity and time spent outside of comfort zone acquiring new skills. Able to be flexible in a fast paced dynamic environment with shifting roles and responsibilities. Must be technically creative and open-minded. Should have a high attention to detail with regard to accounting skills, be able to work without direct supervision and have an above average understanding of information technology topics. Able to work flexible hours including holidays, weekends and evenings as needed or assigned. Must be able to provide own transportation or operate a vehicle with a valid driver’s license and commute as necessary.

As a Bank of Hawaii employee, you ensure (or assist with ensuring) compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.
Delivering exceptional customer experiences is at the heart of what we do at Bank of Hawaii. We listen, understand and deliver what our customers need to help them build a better tomorrow.
We are an EEO/AA employer, including disability and veterans. For Bank of Hawaii's full EEO statement, please visit https://www.boh.com/careers.

Required Skills