1 day old

IT Manager - IT Service Desk

Bank of Hawaii
Oahu, HI
  • Job Code

IT Manager - IT Service Desk-1800007

Bank of Hawaii
In 1897, Bank of Hawaii was the first chartered and incorporated bank in the Republic of Hawaii. We’ve been here from territorial days, growing and changing with Hawaii. Today, we are the largest independent bank in Hawaii – a result of knowing our business and community, and always staying ahead of change. At Bank of Hawaii, we think of ourselves as forward thinking pace setters. We are constantly finding creative ways to deliver leading edge financial services to our customers.  Now, we’re embracing change with our new 21st century banking.


It’s our IT team who helps us succeed in offering first class service in new and innovative ways.  As a member of the Information Technology community, you will be among the very best in your profession in an environment that places a high value on integrity, innovation and teamwork.  It motivates us to be decisive, work together to solve problems, and never settle for less than best.


Does this sound like you?
Are you ambitious?  Want to make a difference in how your company operates? Are you a change leader?  Do you thrive in an environment that leverages your abilities as a technology champion?  Are you a self-starter and a forward thinker?  If you love challenges, relish complexity, and have moxie, consider applying your unique talents with a Hawaii banking leader – Bank of Hawaii.  Here you can be at the forefront of whatever you do. Welcome to your tomorrow!


A day in your life as a Service Desk Manager
Under the direction of the Manager, this position is responsible for managing all Service Desk staff and Service Desk activities.  Also, assists in business unit’s 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.


We’ll give you these important responsibilities…

  • Operations Management. Oversees all Service Desk staff and ensures end users receive timely and appropriate assistance.  Oversees the identification, prioritization, and resolution of Service Desk related incidents, including the monitoring, tracking, and coordination of Service Desk functions. Manages the processing of incoming calls to the Service Desk via both telephone and email to ensure courteous, timely, and effective resolution of end user issues. Responsible for developing/transitioning to a "first call resolution" Service Desk Contributes to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
  • Operations Analysis. Develops and enforces request handling and escalation policies and procedures. Tracks and analyzes trends in Service Desk requests and generates statistical reports. Assesses need for any system reconfigurations (minor or significant) based on request trends and makes recommendations. Attends change management and steering committee meetings as requested. Monitors incident trends and anticipates potential problems for proactive resolutions.
  • Operations Staff Development. Identifies, recommends, develops, and implements end user training programs to increase computer literacy and self-sufficiency. Oversees development and communications of help sheets, usage guides, and FAQs for end users. Attends, as required, training seminars, conferences, and trade shows to broaden knowledge of current and future ITSM-based Service Desk issues and technologies. Oversees the development, implementation, and administration of Service Desk staff training procedures and policies. Trains, coaches, and mentors Service Desk Technicians and other junior staff.
  • Strategy and Planning. Develops Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes. Develops policies and procedures that outline how problems are identified, documented, assigned, and corrected. Analyzes performance of Service Desk activities and documented resolutions, identifies problem areas, and devises and delivers solutions to enhance quality of services and to prevent future problems. Plans and conducts performance appraisals of Service Desk staff, administers rewards and recognitions, and implements disciplinary actions as necessary. Assists in IT departmental budgeting. Communicates with other managers to learn about implications of other projects and scope of involvement.  Keeps informed of projects.  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.
  • Acquisition and Deployment.  Prepares budget proposals and operational expenditures statements. Conducts research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts. Interacts with vendors for the procurement of new systems technologies.  Oversees installation and resolves adaptation issues. Ensures appropriate training initiatives for new and existing staff. Oversees Service Desk technology deployment, installation, configuration tasks, and related activities.
  • Performs miscellaneous responsibilities and duties as assigned.



…if you come to us with these qualifications…


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



  • Requires a minimum of 6 years of IT experience.
  • Minimum certification requirements include ITIL Fundamentals
  • Incident and Problem Management experience.
  • Banking/financial industry or related field preferred.
  • Should have minimum 3 – 6 years of experience managing teams of service desk technicians and minimum of 3 – 6 years of effective project management experience, depending on level. 
  • Minimum of 1 - 4 years of experience related to technical assets or financial management and/or responsibility for communication of complex technical programs. 
  • Banking/financial industry or related field preferred.


Technical Skills: 

  • Extensive infrastructure and application support experience. 
  • Hands on experience with help desk and remote-control software. 
  • Extensive knowledge and support experience with common productivity applications. 
  • Demonstrated proficiency and expertise with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, Access, PowerPoint and SharePoint) or similar software. 
  • Knowledge of or ability to use Bank software and systems.
  • Familiarity with BMC Atrium or Discovery Manager a plus.


Other Job Qualifications: 

  • 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. 
  • Able to work flexible hours including holidays, weekends and evenings as needed or assigned. 
  • Able to provide own transportation or operate a vehicle with a valid driver’s license and commute as necessary.


All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any legally protected classification including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.  Bank of Hawaii takes affirmative action in support of its policy to advance in employment legally recognized individuals including minorities, women, protected veterans and individuals with disabilities.

Job Function Information Technology
Primary Location Hawaii-Oahu
Schedule Full-time
Job Posting Jan 2, 2018, 2:31:59 PM
Unposting Date Ongoing


  • Financial Services
  • Information Technology
  • Customer Service
  • Management
  • Administrative / Clerical
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IT Manager - IT Service Desk

Bank of Hawaii
Oahu, HI

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Oahu, hi

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