Client Services Manager

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.  The IT team designs, builds, maintains and enhances technology for students and staff enabling them to effectively utilize current and emerging technologies as tools for effective learning.

Punahou School is actively recruiting a Client Services Manager to join the IT team.  The Client Services Manager will be responsible for the efficient and timely delivery and care of IT services including service desk, help desk, first and second level technical support.  To achieve this, the Client Services Manager will: 

• Supervise the day-to-day activities of the IT service team who provide technical support to the School’s information systems to ensure the systems and hardware resources function effectively and reliably;
• Utilize and understand how to use service management tools including, but not limited to, trouble ticket management, service request processing, workflow, triage processes, user portals and how related information is captured and processed by the system tools;
• Partner with department heads, supervisors and IT management team to support the curricular and operational needs of the school;
• Establish IT Departmental goals, strategy, objections and operating procedures.

Position Details: 
Department: Information Technology   
Status: Full Time Regular 
FLSA: Exempt 
Work Year: Year Round 
Work Hours: Monday – Friday, 7:30AM –4:00PM   

The ideal candidate will have: 

• Bachelor’s Degree in Computer Science, Information Systems, or other related field, or equivalent work experience.
• Minimum of seven (7) years of IT work experience including managing team(s) responsible for desktop support, customer service and/or production support in multi-platform environments. Middle level management in help desk/customer support functions. 
• General knowledge of Windows (7, 8, 10, etc.) and Mac OS and Apple iOS devices is preferred.
• Basic knowledge of communications infrastructure (LAN, WAN, Wireless, data center) is preferred but not required
• Good understanding of common IT systems (DNS, Active Directory, etc.) and the role they play and how to best utilize these tools is preferred.