ASB Jobs in Honolulu – Endpoint Manager

Job Description:

Provides leadership for and management of the systems, services, and support provided by the Endpoint team. Establishes processes & procedures to identify, track, escalate, and resolve customer service requests; develops service delivery metrics to measure team performance in meeting established service level expectations. Analyzes the performance and reliability of products, systems and services relative to industry standards. Responsible for project management of departmental initiatives.

Job Responsibilities:

• Trains, coaches, and develops teammates in execution of their day-to-day assignments, as well as their career progression. Ensures each teammate has a completed performance plan that includes measurable goals. Maintains key metrics to monitor the overall team performance.
• Responsible for critical decision making and coordination, and is the escalation point for end user computing issues and needs
• Develops, implements, and maintains policies, procedures, processes and associated training plans for ensuring effective 24/7 support for customer inquiries or issues.
• Responsible for overseeing the daily tasks and projects of the Endpoint team which includes technical support, point of contact for issues, report generation, monitoring of service levels, and providing an escalation interface for customer services issues.
• Maintains the system-of-record inventory of all Technology hardware and software assets.
• Manages vendors and contractors in services for achieving the strategy for the customer support area; develop cost/benefit analysis for justifying recommendations.
• Develops processes and support structures to maintain superior service and ensures that the functional needs of the organization are understood and met.
• Oversees system troubleshooting, providing expert support as necessary for ensuring quick recovery of systems.

Job Requirements:

• Advanced knowledge of an enterprise system for creating and deploying packages, troubleshooting software packaging, client, and server components.
• Demonstrated project management skills (technology and people) with a track record of achieving goals within set timelines and budget.
• Demonstrated understanding of Virtual Desktop Infrastructure (VDI), as well as end-user computing solutions, services, and systems.
• Proven technical aptitude of managing IT infrastructure
• Three (3) years of work experience in a position that required supervisory, management, comparable leadership, or project management responsibilities.
• Strong technical troubleshooting skills
• Experience working within (Sarbanes-Oxley) SOX and/or Payment Card Industry (PCI) compliance requirements
• Five (5) to seven (7) years of Enterprise level IT experience

Job Details:

Company: American Savings Bank

Vacancy Type: Full Time

Job Location: Honolulu, HI, US

Application Deadline: N/A

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