IT Service Delivery Manager

ward-winning master planned communities, as well as operating properties and development opportunities including: The Seaport in New York; Downtown Columbia®, Maryland; The Woodlands®, The Woodlands Hills®, and Bridgeland® in the Greater Houston, Texas area; Summerlin®, Las Vegas; Teravalis, Phoenix and Ward Village® in Honolulu, Hawaii.

About the Role

We are seeking an experienced and motivated IT Technical Service Delivery Manager to oversee the delivery of IT services, including the management of service desk operations and desktop support. The ideal candidate will have a strong technical background, combined with the ability to manage and lead teams, ensure high-quality service delivery, and manage IT projects effectively. This role will involve both hands-on technical work and leadership responsibilities, with a focus on improving service desk efficiency, desktop support quality, and overall IT service delivery.

Key Responsibilities:

• Service Desk Management:

  • Oversee the day-to-day operations of the service desk, ensuring timely and effective resolution of IT issues and requests.

  • Manage a team of service desk analysts, providing guidance, support, and coaching to ensure high levels of customer satisfaction.

  • Establish and maintain service level agreements (SLAs) and KPIs for the service desk team.

  • Identify and implement improvements to service desk processes, workflows, and customer interactions.

  • Monitor ticket queues, prioritizing and escalating issues as necessary.

  • Ensure accurate documentation of issues, resolutions, and system changes.

• Desktop Support Management:

  • Lead and oversee desktop support operations, including troubleshooting hardware and software issues for end-users.

  • Manage the deployment, configuration, and maintenance of desktop systems, laptops, and peripherals.

  • Coordinate with vendors and third-party service providers for hardware, software, and warranty support.

  • Ensure the timely rollout of software updates, patches, and security measures across all desktop systems.

• Project Management:

  • Lead IT projects related to service delivery, desktop support, and service desk improvements, from initiation through to completion.

  • Coordinate with cross-functional teams to ensure projects are completed on time, within scope, and within budget.

  • Track project progress, identify risks, and provide solutions to ensure project success.

  • Manage resource allocation and project timelines to achieve business objectives.

• Team Leadership and Development:

  • Lead, mentor, and develop a team of IT service desk and desktop support professionals.

  • Conduct performance reviews, provide constructive feedback, and facilitate team development.

  • Foster a positive work environment that encourages collaboration, accountability, and continuous improvement.

  • Ensure team members are trained on the latest technologies, IT procedures, and customer service practices.

• Technical Expertise:

  • Provide hands-on technical support and troubleshooting assistance for complex hardware, software, and network issues.

  • Stay up-to-date with the latest technology trends and apply them to improve service delivery and support operations.

  • Participate in root cause analysis for recurring technical issues, and develop solutions to prevent future incidents.

• Customer Service Focus:

  • Maintain high standards of customer service, ensuring that issues are resolved efficiently and in a professional manner.

  • Act as an escalation point for critical or complex customer service issues.

  • Collaborate with other IT teams to ensure seamless service delivery and address any service gaps.

Qualifications:

• Education and Experience:

  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

  • Minimum of 5 years of experience in IT service delivery, with at least 2 years in a leadership or managerial role.

  • Proven experience in managing IT service desks, desktop support teams, and IT infrastructure projects.

  • Strong knowledge of ITIL (Information Technology Infrastructure Library) practices, especially in service desk and desktop support operations.

• Technical Skills:

  • Proficiency in desktop operating systems (Windows, macOS, etc.) and hardware troubleshooting.

  • Must be well versed in Microsoft ecosystem.

  • Knowledge of networking, system administration, and enterprise software applications.

  • Experience with ticketing systems (e.g., ServiceNow) and remote support tools.

  • Familiarity with cloud technologies, endpoint management solutions, and security practices.

• Project Management Skills:

  • Strong project management skills with experience managing IT projects from start to finish.

  • Experience using project management tools.

  • Ability to prioritize and manage multiple projects simultaneously while maintaining attention to detail.

• Leadership and Communication Skills:

  • Strong leadership and team management skills, with the ability to motivate and guide a diverse team.

  • Excellent verbal and written communication skills, with the ability to communicate technical information to non-technical stakeholders.

  • Ability to handle conflict, resolve issues, and build positive working relationships with team members and stakeholders.

  • Customer-focused with a strong ability to manage customer expectations and improve service satisfaction.

Desirable Qualities:

• IT certifications such as ITIL v3/v4, CompTIA A+, Microsoft Certified: Windows Server, or similar.

• Experience with remote desktop support tools and knowledge of end-user computing platforms.

• Familiarity with IT security protocols, data protection, and compliance standards.

• Ability to adapt to rapidly changing environments and manage continuous service improvement initiatives.

This job description is not meant to be an "all-inclusive" list of the duties and responsibilities of this job. Other related duties and responsibilities may be assigned. The Howard Hughes Corporation reserves the right to change or modify job duties as necessary based on business necessity.

NOTICE TO THIRD PARTY AGENCIES

Please note that Howard Hughes does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, HH will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, HH explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Howard Hughes.