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Job Description

A local technology-focused organization is seeking an experienced Senior Help Desk Manager to lead large or multi-site Help Desk operations and oversee strategic service delivery initiatives. This role serves as the senior escalation authority for high-impact incidents and plays a critical role in executive communication, performance reporting, and long-term service planning.

The ideal candidate is a seasoned IT service management professional with 8–12+ years of experience, strong leadership presence, and demonstrated success managing enterprise-scale support environments. This individual must be confident presenting to executives and clients, developing operational reports, and navigating pressure from both internal and external stakeholders. This position is hybrid, with 1–2 days per week onsite to collaborate with the Project Manager and key stakeholders.

Hours

Full-time, Monday - Friday, 40 hours

Location

Honolulu, Oahu

Responsibilities

• Lead large or multi-site Help Desk operations to ensure consistent, high-quality service delivery
• Serve as the senior escalation authority for high-impact incidents and executive communications
• Develop and execute long-term service delivery and continuous improvement strategies
• Own Help Desk performance metrics, including SLAs, KPIs, and customer satisfaction
• Create and present operational and performance reports to executives and clients
• Mentor and develop Help Desk supervisors, team leads, and senior technicians
• Oversee staffing, scheduling, and resource planning to meet service level commitments
• Ensure effective use and optimization of ITSM tools (ServiceNow, Jira, or similar)
• Enforce ITIL-aligned processes, security standards, and organizational policies
• Support budget planning and cost management for Help Desk operations
• Collaborate with internal IT teams, leadership, and external stakeholders

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field preferred (or equivalent experience).
• 8-12 years of experience in IT Help Desk or Service Desk environments.
• Proven experience leading enterprise or multi-site Help Desk operations.
• Experience managing IT service operations using ServiceNow, Jira, or similar ITSM platforms.
• Strong troubleshooting, incident management, and problem-resolution skills.
• Experience analyzing service metrics and preparing operational reports.
• STrong executive and client-facing communication and presentation skills.
• Excellent communication skills with the ability to manage escalated issues professionally.
• Ability to manage multiple priorities in a fast-paced support environment.
• Possesses ITIL certification or service management training.
• Experience supporting government or public-sector systems is a plus.
• Ability to follow organizational information security and data protection policies.
• Minimal travel may be required for stakeholder meetings or training.