Service Desk Team Lead

Joining King’s Hawaiian makes you part of our `ohana (family). As a family-owned business for over seventy years, we respect our roots while thinking about our future as we continue to grow and care for our customers and the communities we serve. Our `ohana members build an environment of inclusivity as they freely collaborate, pursue learning through curiosity, and explore innovation as critical thinkers. Beyond that, we are also passionate about supporting the long-term health and well-being of our employees and their families. If you’re excited to rise with our team, come and join our `ohana!

Summary:

The Service Desk Team lead is a person whose role includes ensuring the adherence of professionalism and expansion of all activities done at the Service Desk.

The ideal candidate we are looking for has a technical skill set, is a natural leader, loves team-building, enjoys mentoring others, and stays up to date with the latest technology trends. The ability to quickly incorporate new techniques and processes is a must. The candidate must be personable and have the ability to interact with each level of the business, from the front desk to the CEO.

The Service Desk Team lead supports and leads a team of up to four technical consultants, support our clients and their technology programs.

Job Requirements:

• Manage IT Service Desk and build, mentor, and maintain a customer-centric team philosophy
• Promptly respond to and provide exceptional service and support to the IT end-users
• Develop and regularly publish analytics to measure department productivity and customer satisfaction
• Implement industry best practices for IT Service Desk organizations
• Ensure that all Service Desk processes are thoroughly documents, consistently audited, and regularly improved
• Implement and enforce client system standards and security policies under the direction of management
• Ability to partner with other business and technology teams across the organization to deliver effective solutions
• Organize, track, and maintain IT asset inventory
• Manage and maintain IT asset inventory levels to meet hiring, break/fix, and upgrade cycles
• Respond to service requests and assist technology needs of IT end-users and systems, providing technical support and resolution for requests, incidents, and problems. Provide follow up as needed to confirm resolution of incidents and problems.
• Documents resolution of incidents and service request in the IT Service Desk Management system
• Install and configure client systems and applications within the company
• Establish and enforce Service Desk SLA in consultation with end users to establish problem resolution expectations and timeframes
• Identify, recommend, develop, and implement IT end user training programs

Skills/Experience:

• Bachelor’s Degree in Computer Science, Computer Information Systems or a related field
• 8 years IT experience and 4 years previous experience managing IT Service Desk and technical support teams within a fast-paced global environment
• Familiar with standard IT Service Desk department concepts, best practices, and procedures
• Proven track record of developing and providing Service Level Agreements and Service Desk deliverables
• Experience with IT Service Desk (i.e. ServiceNow) and remote-control software
• Extensive experience working with different operating systems including Windows 10/11, Mac OS, Android, and iOS
• Extensive experience in Office 365, Mobile Device Management, Group Policy Objects, Active Directory, and PowerShell
• Must be willing to be on-call and available to respond to emergencies on a 24x7 basis

Preferred Qualifications:

• Experience implementing and managing using ITIL or similar framework
• Proven analytical and problem-solving skills
• Strong written and verbal communication skills.
• ITIL or similar certification

King's Hawaiian is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our `ohana.