IT Service Delivery Manager

ers and executives throughout the multi-site regions at Howard Hughes. In addition to user support, you will help maintain the service desk responsibilities for effectively and efficiently managing desktop support hardware, printers, applications and AV support along with other resources in the infrastructure team. To achieve success in the strategic goals and mission as set forth by leadership and the organization. This position will manage alongside the Director of IT Service Delivery Director to ensure a customer first philosophy is a must while striving to provide great service and support.

What You Will Do

• Manage the performance of full-time and part-time staff to ensure adequate coverage, completion of Service Level Agreements, adherence to established Standard Operating Procedures, and project completion.

• Understand IT processes and ensure work is done within those processes.

• In -person and remote support for all employees' laptops, desktops, phones, tablets, printers and desktop applications. This includes having experience with hardware setup and troubleshooting of Microsoft Windows operating systems as well as Apple OS system.

• Oversee the time management of FT and PT support staff to ensure coverage during working hours and special requests. This includes time approvals and ensuring adequate staffing levels at all regional offices.

• Conduct annual performance reviews of full-time employees.

• Verify the number and type of machines are correct to meet user's needs and be fiscally sound in ordering computer warranty refresh.

• Respond and prioritize for the team any and all helpdesk tickets for the regional offices as well as corporate office, all while adhering to all SLA requirements.

• Passionate about providing white glove in person executive support.

• Work on documenting all new processes while identifying pain points to develop workflows with IT Leadership as well as new processes and procedures.

• Have experience supporting AV equipment for presentation and executive guest needs.

• Assist with device provisioning and account administration for all onboarding and offboarding staff requests.

• Ensure proper compliance and infrastructure security processes are followed.

• Adapt to fast-changing tasks that come up and be able to prioritize all requests.

• Assist with relocating computer equipment when necessary.

• Understand basics of LANs, WANs and Wireless Networks.

• Give excellent attention to detail while producing high-quality and accurate work within designated deadlines.

• Ability and internal drive to demonstrate a positive, winning attitude and a strong work ethic in the performance of all job responsibilities.

About You

• Bachelors/associate degree in computer information systems or related field from an accredited institution.

• Experience with Microsoft Active Directory, Exchange, O365 administration and mobile device management tools is required.

• Good understanding of Change Management processes and procedures.

• General knowledge of networking, AV, and Server application .

• White glove executive level support for all execs and visiting guests.

• At least 5 years of experience in an IT service desk or related field.

• Working knowledge/experience with workstations, laptops, printers, smartphones, and tablets.

• Working knowledge/experience of PC imaging tools, diagnosis and remote-control tools, documentation, and ticketing, experience with ServiceNow is a plus.

• Excellent troubleshooting, problem solving, & root cause analysis skills and the ability to translate to immediate team.

• Excellent customer service skills - Must be able to interact in person with customers who are experiencing network/technology related issues.

• Ability and willingness to share knowledge with, lead and mentor team members.

• Excellent working knowledge of Microsoft and Apple operating systems.

• Strong organizational and time management skills with ability to prioritize and manage multiple tasks in a high-energy environment. Strong interpersonal skills and the ability to create and maintain solid working relationships at all levels across the organization and externally.

• Professional appearance and demeanor.

• Work with HHC corporate IT to incorporate any applicable standards across technologies.

• Good oral and written communications skills.

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. Howard Hughes 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, HHH 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, HHH 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 .