IT Service Manager - Information Technology

From K – 12, technology is an integral part of learning. At Punahou School, the Information Technology (IT) department strives to create an environment where access to and support for digital information, tools, devices, and rich learning opportunities are fully integrated throughout the K – grade 12 environment.

Punahou School is seeking a dynamic leader to direct the IT Service Team, ensuring both strategic vision and operational excellence in daily management. This role involves defining and enforcing Service Level Agreements (SLAs) and overseeing Helpdesk operations to deliver efficient first- and second-level technical support. The ideal candidate will establish robust processes for customer problem resolution, including effective tracking, escalation, and reporting, while also analyzing technical performance against industry standards to drive high customer satisfaction. Supervisory responsibilities include budget administration, vendor management, project implementation, and fostering team growth through dedicated mentoring and professional development of all team members. Job duties include, but are not limited to:

Strategic and Departmental Management

• Develops and implements departmental goals, strategies, objectives and operating procedures.
• Manages departmental budget and resources effectively to meet current and future technology needs.
• Reviews and stays current with evolving technology standards, recommending and implementing enhancements to improve IT service delivery.
• Defines and maintains service levels and service agreements, ensuring consistent, high-quality Helpdesk operations.

• Establishes and continuously improves processes to identify, track, escalate, resolve, and report customer issues.

Team Leadership and Employee Relations

• Provides day-to-day leadership and supervision of the IT Service Team, ensuring smooth operations and alignment with departmental goals.
• Manages, mentors, and develops projects leads and technical staff to foster a high-performing, collaborative, and customer-focused culture.
• Mentors, trains, evaluates, and conducts performance management for IT Service team members which includes setting clear expectations, providing regular feedback, coaching, ensuring their ongoing professional and technical development, and participating in formal performance reviews.
• Prioritizes, assigns, and monitors tasks to maximize team efficiency, resource allocation, and service delivery.
• Responds to escalated and complex technical or service issues supporting the team members in resolution and decision-making.

Technical and Vendor Oversight

• Analyzes the technical performance and reliability of products, systems, and services against identified industry standards to ensure customer satisfaction.
• Develops, documents, and implements technical service restorations and troubleshooting procedures for identifying, testing, diagnosing, and resolving computer system and peripheral equipment issues efficiently.Manages IT vendors and service provider relationships, including contract management and service level compliance and performance, to optimize value and maintain high-quality service delivery,
• Collaborate with internal stakeholders to recommend system upgrades, enhancements, and solutions that improve overall IT infrastructure and user experience.

Position Details:

• Work Year: 12 month
• Work Hours: Monday through Friday, 7:30 AM – 4:00 PM. After work hours, weekends, holidays for special events as needed.

• Minimum of Salary Range*: $94,000 - Salary is commensurate with qualifications.

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  Punahou School offers a comprehensive total rewards program that includes competitive pay. The salary, if displayed, is the minimum salary for the position. Pay for selected candidates will be determined by various factors such as knowledge, skills, abilities, relevant training and experience, and internal equity.

Minimum Qualifications:

• Bachelor’s Degree in Informational Technology, Computer Science, or Information Systems, or a technical area of study or equivalent work experience.
• Four (4) years of progressively responsible IT experience, including at least three (3) years in a supervisory or team lead capacity managing IT service delivery, helpdesk operations, or related functions.
• Demonstrated expertise in IT service management principles and best practices (e.g., ITIL).
• In-depth knowledge of hardware, software, and networking concepts.
• Proficiency in administering and troubleshooting multi-platform environments (e.g., Windows, macOS, and mobile operating systems).
• Experience with helpdesk ticketing systems and service desk operations.
• Understanding of cybersecurity principles and data protection best practices.
• Proven ability to lead, mentor, and motivate a diverse technical team.
• Strong project management skills, including contract negotiation and performance monitoring.
• Experience with budget planning, resource allocation, and financial oversight for a technical department.
• Ability to handle employee relations, including performance evaluations, conflict mediation and resolution, and career development.