Help Desk Manager (Hybrid)

A local technology-focused organization is seeking an experienced Help Desk Manager to oversee daily Help Desk operations and ensure the timely resolution of incidents and service requests. This role provides leadership to Help Desk staff, manages service performance metrics, and acts as the primary escalation point for major incidents.

The ideal candidate has strong IT support experience, proven leadership skills, and familiarity with enterprise service management tools such as ServiceNow and Jira. This position is hybrid with 1-2 times per week in-office to meet with the Project Manager. Parking will be available for in office days.

Hours

Full-time, Monday - Friday, 40 hours

Location

Honolulu, Oahu

Responsibilities

• Manage day-to-day Help Desk operations and ensure timely resolution of incidents and service requests.
• Serve as the primary escalation point for major incidents and coordinate incident communications.
• Monitor service performance metrics and prepare operational reports.
• Supervise, mentor, and develop Help Desk staff to maintain high service standards.
• Allocate Help Desk resources to maintain appropriate coverage and meet service levels.
• Develop and maintain Help Desk procedures and documentation.
• Identify and implement service improvements and operational efficiencies.
• Ensure compliance with service level agreements (SLAs) and organizational policies.
• Support troubleshooting of technical and system-related issues.
• Collaborate with internal IT teams and stakeholders to resolve operational challenges.
• Participate in hiring, onboarding, and performance management of Help Desk personnel.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field preferred (or equivalent experience).
• 5+ years of experience in IT Help Desk or Service Desk environments.
• 1–2+ years of supervisory or team leadership experience.
• 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.
• Proven leadership and staff development experience.
• Excellent communication skills with the ability to manage escalated issues professionally.
• Ability to manage multiple priorities in a fast-paced support environment.
• ITIL certification or service management training preferred.
• 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.