Manager, IT Operations

Join us at HEMIC!

Voted one of Hawai`i Business’ Best Places to Work for 6 Years in a Row!

As a HEMIC Employee, You Will Get

• People Who Care
  
  

Voted one of Hawai`i Business’ Best Places to Work, and Pacific Business News’ Best Workplaces, our business is founded on caring for Hawai`i workers, Hawai`i businesses, and each other.

• Professional Growth
  
  

We’re passionate about your development. Whether it’s achieving a formal certification or attending a workshop to improve your communication skills, we will support and encourage you to grow.

• Benefits & Perks
  
  

We offer competitive salary and best-in-class benefits, including a 401k match, flex-time, generous PTO, 15 paid holidays, and so much more!

• Opportunity to Give Back
  
  

Giving back to our community is our kuleana and we offer numerous opportunities for our employees to take part - whether it be volunteering for a fundraiser, attending a charity walk, or getting a match for your charitable contributions.

Why Our IT Operations Manager Is Important

Our IT Department provides direction and support to the organization through technology. Our Operations Manager leads the team that is responsible for all HEMIC technology and systems, including HelpDesk, IT Applications, IT Engineering, and Guidewire Production Support.

Essential Duties

• Collaborate with IT leaders in the planning and execution of IT operational strategy, daily support, and operations tasks.
• Serve as the SME in Endpoint, Server, and Cloud technologies.
• Manage incoming HelpDesk requests via system, telephone, and email in a professional manner. Ensure the operational workflow processes are current and delivering the expected goals.
• Provide escalation support and guidance to the team. Includes on-site analysis, diagnosis, and resolution of complex technology problems, leading the recommendation and implementation of corrective solutions.
• Manage the IT operations technology lifecycle and related hardware/software to deliver at required service levels/metrics and align with corporate and department goals.
• Manage the inventory and catalog of technology, computer equipment, software, and services deployed in the organization.
• Lead the IT Vulnerability and Patch Management Program for end-user and server technology, support organizational IT risk management.
• Manage all technology services (telecom, network, server infrastructure, workstations, printing, and third-party applications and services (SaaS, PaaS)) implemented at HEMIC.
• Operate the IT Vendor Management program and provide direct oversight over all IT Vendors and their delivery of services to HEMIC.
• Support audits and reviews as required. Work with leadership to update and execute the Information Security Program, Disaster Recovery Plan, and Cyber Incident Response Plan.
• Operate the Security Awareness training program across the organization and participate in the annual Penetration Test, Disaster Recovery Exercise, and Cyber Incident Response tabletop exercises.
• Lead the evaluation of new computer and office hardware and software products.
• Develop policies, procedures, and processes to improve the efficiency and economics of the IT Operations function.
• Own and manage the IT Project portfolio.
• Oversee the IT Operations budget.
• Keep abreast of current and new technology for desktop products and services.
  
  

Requirements

• 6 years of IT operational experience, including understanding a wide range of technologies and technical concepts. This can be across Desktop Support, Development, Project Management, Applications Administration, Engineering, Architecture, or Security.
• Bachelor's Degree in Computer Information Systems or equivalent technical training.
• Thorough knowledge of data processing and computing principles.
• General knowledge of networking; TCP/IP, DNS, DHCP, wireless.
• Experience budgeting, purchasing, vendor management, and project management (preferred).
• Advanced knowledge of Microsoft Windows including Windows 10, Microsoft Servers, and Active Directory. Experience with Office 365, AWS, and Azure Cloud (preferred).
• High-level communication skills, oral and written, and the ability to explain technical concepts to non-technical teams and colleagues.
• 2 years of supervisory experience, demonstrating leadership skills, with the ability to manage, mentor, and develop teammates.
• Strong interpersonal skills, including ability to influence, work with a variety of people, handle sensitive issues, and provide great service.
• A passion for technology and helping people learn and use technology to solve business problems.
• Ability and desire to learn and apply skills.
• Ability to identify opportunities for improvement (individual performance, efficiency, business value).
• Self-motivated to learn new technology, concepts, and products independently.
• Ability to remain flexible in a demanding work environment and adapt to rapidly changing priorities.
• Strong organizational skills with an ability to create and implement systems for consistency and efficiency.
• Experience working in a corporate environment where technology is not the core business function and providing exceptional leadership and support to our business teams (preferred).
• Professional IT Certifications in Cloud and other technologies (preferred).
  
  

Position title

IT Operations Manager

Department

IT

Work Arrangement

In-Person or Hybrid, HEMIC Tower

Reports To

Chief Technology Officer

Direct Reports

Yes

FLSA Status

☒ Exempt ☐ Non-Exempt Job Class: 2-Prof

Approved By

clewis

Date Approved

7/22/24

Reviewed

N/A

NOTE: The above information on this job description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualification of employees assigned to this job. Management has the right to add, revise or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential duties of this position.