Live chat
Hawaiian Airlines Inc.

Senior Operations Specialist, IT - End User Services

Hawaiian Airlines Inc. - Honolulu, HI

Position Overview

The Operations family houses all the specialists that monitor, change, support, and handle day-to-day activities required to Run the existing IT systems within the company. This family is exclusive to the Run world.

Key Responsibilities

Facilitate or complete analysis, design and configuration of viable solutions to complex technology problems related to end point devices (client workstations/laptops, peripherals, airport kiosks, gate readers, etc.) and support activities

Provide technical expertise and oversight of endpoint devices, understanding the full process requirements to best resolve production issues

Develop or approve detail program specifications

Analyze, and resolve operational and production problems of high complexity, including researching and recommending alternative actions for problem resolution, taking timely action and escalating as required and conducting detailed post mortem reviews

Proactively monitor system performance and recommend operational improvements through an advanced understanding of operating processes used for systems and an understanding of how technology works together

Evaluate and recommend emerging technologies, influence technical designs and proactively contribute to the design of new solutions (new projects, enhancements, etc.)

Identify and recommend process or system enhancements to Operations leaders and other IT leaders and drive continuous improvements and corrective actions

Work with operations personnel to develop and implement the counter-measures necessary to improve production, equipment reliability, and the team’s compliance posture

Participate in both internal and external regulatory inspections

Provide leadership for system and acceptance testing

Test and implement systems and enhancements using techniques that preserve system integrity

Promote adherence to standards and the common way

Ensure that systems are functionally appropriate and operationally integrated

Develop time estimates for project schedules, monitor progress and provide accurate and timely reports

Plan and manage project activities within allocated resources

Support the organization’s project management policy, practice and methodology

Provide leadership as a communications liaison between the business facing IT organizations and Systems Operations groups

Maintain focus on internal and external customer needs

Negotiate and manage team relationships at project level

Serve as liaison with support groups in resolving day to day issues and in support of various projects & initiatives

Provide leadership, coaching and mentoring for team and teach operational topics to junior and other senior members of the staff

Develop cost and benefit analysis

Maintain, recommend and lead implementations of improvements to client management software and hardware.

Other duties as assigned


Minimum Requirements

Bachelor’s degree or equivalent combination of work experience and education

5 years’ work experience in MS windows enterprise client management using SCCM and MDM tools or similar

5 years’ experience in client end applications, client hardware including peripherals and Windows troubleshooting and problem solving

Admin knowledge of required desktop technologies such as SCCM, MDM, Windows OS, MS Office, imaging, software packaging

Proficient in the required desktop technologies such as Windows, MS office, SCCM, MDM

Ability to serve as SME/Technical Expert of team

Ability to provide leadership within a specific technology area or across multiple technology areas, to complete root-cause analysis, provide input into solution design, perform user acceptance testing, provide documentation, and implement large/multiple development projects that may carry a high risk to the organization

Ability to facilitate real-time formal problem-solving using techniques such as root cause analysis or other Lean Six Sigma tools

Ability to see the larger picture of systems, data, timing, and interconnectivity of the operational environment

Ability to discern larger patterns of operational, technical, and IT operations-related business issues using disparate detailed data

Advanced knowledge of technical/business environment

Advanced knowledge of the corporate operations processes and procedures

Advanced knowledge of operations, security and monitoring concepts, technology and methodology obtained through formal training, and work experience

Ability to manage projects using the organization’s project management methodology

Excellent partnering, communication, and negotiation skills to effectively serve as a lead liaison between business customers and technology development and support groups

Ability to work effectively and inclusively in a strong customer service/team-oriented environment, treating all team members with respect and helping to create a positive and continuously improving work environment

Ability to work independently and balance shifting priorities without disruption to the organization

Ability to mentor others

Must be able to work a flexible schedule to include weekends and holidays to support a 24x7 operation or on days-off for shift coverage

May be required to respond to high priority issues or events outside of normal shifts or days-off

Preferred Qualifications

Experienced with multiple areas of enterprise endpoint management such as SCCM, MDM, Mac OS,

Proficient knowledge of the following:

impact of design decision to the computer (performance, etc.)

technical behavior of the underlying operating system

technical behavior of the compiler and tools

ALL functional aspects of the tools and development environment

operations/run requirements

About Hawaiian Airlines

Hawaiian® has led all U.S. carriers in on-time performance for each of the past 15 years (2004-2018) as reported by the U.S. Department of Transportation. Consumer surveys by

Condé Nast Traveler

Travel + Leisure



have placed Hawaiian among the top of all domestic airlines serving Hawai‘i.

Now in its 90th year of continuous service, Hawaiian is Hawaii’s biggest and longest-serving airline. Hawaiian offers non-stop service to Hawai‘i from more U.S. gateway cities (13) than any other airline, along with service from Japan, South Korea, Australia, New Zealand, American Samoa and Tahiti. Hawaiian also provides, on average, more than 170 jet flights daily between the Hawaiian Islands, and over 260 daily flights system-wide.

Hawaiian Airlines, Inc. is a subsidiary of Hawaiian Holdings, Inc. (NASDAQ: HA). Additional information is available at

. Follow Hawaiian’s Twitter updates ( @HawaiianAir

), become a fan on Facebook ( Hawaiian Airlines

), and follow us on Instagram ( hawaiianairlines

). For career postings and updates, follow Hawaiian’s LinkedIn


For media inquiries, please visit Hawaiian Airlines’ online newsroom

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Please view Equal Employment Opportunity Posters provided by OFCCP here

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

27 days 7 hours ago

Hawaiian Airlines Inc.


Senior Operations Specialist, IT - End User Services Hawaiian Airlines Inc. - Honolulu, HI, United States


Location: Honolulu, HI

Company Profile:
Hawaiian Airlines was incorporated on January 30, 1929 under the name Inter-Island Airways Ltd. That year, thousands gathered in Honolulu to witness the departure of Hawaii's first scheduled inter-island flights to Maui and the Big Island of Hawaii. The fleet was comprised of two eight-passenger Sikorsky S-38 amphibian planes; six years later, larger 16-passenger Sikorsky S-43s were added to accommodate increased traffic and newly authorized inter-island airmail service.