IT Service Delivery Manager

Howard Hughes Corporation; The Woodlands (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

A leading company in real estate is seeking an IT Service Delivery Manager responsible for overseeing the service desk operations and desktop support. The role involves project management and team leadership, requiring a strong background in IT service delivery. Candidates must possess a bachelor's degree and have at least 5 years of experience in the field. This role offers a unique opportunity to contribute to a culture of innovation and excellence within the organization.

Benefits

Competitive 401k plan

Generous PTO policy

Premium medical, dental, and vision coverage

Student loan assistance

Qualifications

• 5+ years of experience in IT service delivery.
• 2+ years in a leadership or managerial role.
• Strong knowledge of ITIL practices.

Responsibilities

• Oversee service desk operations and ensure timely resolution of IT issues.
• Lead IT projects from planning to execution.
• Manage and mentor service desk teams, ensuring high customer service standards.

Skills

Service Desk Management

Project Management

Customer Service Orientation

Critical Thinking

Collaboration

Education

Bachelor’s degree in Computer Science or related field

Tools

ServiceNow

Remote Support Tools

Job description

At Howard Hughes, our mission is to help people discover new ways of experiencing life. We aspire to be the most creatively driven real estate company and are committed to a culture that fosters curiosity and empowers every employee to find their story in this great organization.

ABOUT THE ROLE

The IT Service Delivery Manager will lead service desk operations, desktop support, and overall IT service delivery. This role combines hands-on technical work with team leadership and project management, focusing on service quality, efficiency, and continuous improvement.

What You Will Do

• Service & Support Operations

Oversee day-to-day service desk and desktop support functions, ensuring timely resolution of IT issues, effective ticket management, and adherence to SLAs. Manage hardware/software troubleshooting, system updates, and vendor coordination to maintain a high standard of end-user support.

• Project & Process Management

Lead IT service delivery and support-related projects, from planning through execution, ensuring they are completed on time and within budget. Continuously improve service desk workflows, monitor KPIs, and implement process enhancements that drive operational efficiency.

• Team Leadership & Customer Experience

Manage, mentor, and develop service desk and support teams, fostering a culture of collaboration and continuous improvement. Ensure exceptional customer service by addressing escalations, conducting root cause analyses, and delivering proactive training and development.

ABOUT YOU

Each employee brings a unique blend of expertise and experience to their role, with the opportunity to continuously grow and make a meaningful impact. To thrive in this position, employees need the following background.

Skills & Experience

• Bachelor’s degree in computer science, information technology, or a related field (or equivalent work experience)

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

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

• Strong knowledge of ITIL practices, especially in service desk and desktop support operations.

• Proficient in desktop OS (Windows/macOS), Microsoft ecosystem, networking, system administration, and enterprise software.

• Skilled in using ticketing systems (e.g., ServiceNow), remote support tools, cloud technologies, and endpoint security.

• Strong project management abilities, including use of PM tools, with a track record of managing multiple projects from start to finish.

• Familiarity with, and eagerness to explore and integrate, emerging technologies (e.g. AI and blockchain etc.) to drive innovation and continuous learning.

ABOUT OUR CULTURE

We believe in celebrating unique ideas and embracing different points of view. We strive to source, engage, and retain diverse and talented people. We invest in our people through continuous learning opportunities and nurture the exchange of ideas. We cultivate a culture of belonging because better people make better companies, and better companies build better communities.

Personal Characteristics

• Strong communicator and collaborator.

• Critical thinker and problem-solver.

• Customer-focused with a passion for the employee experience.

• Self-starter with a proactive mindset.

• Flexible, highly organized, and detail-oriented.

Competencies

• Builds networks

• Courage

• Curiosity

• Growth mindset

• Inclusive

• Builds effective teams

• Develops talent

• Drives results

ABOUT OUR COMPANY

The Howard Hughes name is synonymous with an unrelenting passion for excellence. While his achievements in aviation and on the silver screen are legendary, it was his investments in real estate that form the foundation of our company. With passion, determination, and limitless imagination, he built one of the great American empires of the 20th century.

Benefits Built for You

At our company, we offer competitive, market-based compensation that rewards performance and supports career growth.

Our comprehensive benefits package designed to support employees at every stage of their career, is focused on holistic wellness – social, emotional, financial, and physical.

• Competitive 401k plan

• Generous PTO policy

• Premium medical, dental, and vision coverage

• Voluntary benefits for unexpected life events

• Student loan assistance and stipends to assist with lifelong learning

Howard Hughes

Today, our company carries forward the collective legacy of four innovative placemakers—James Rouse, George Mitchell, Victoria Ward, and Howard Hughes—who transformed the idea of what a community can be, envisioning a self-sustaining ecosystem that prizes inclusion, conservation, and innovation and fosters a strong social fabric to improve the lives of all residents, consumers, and tenants.

Dedicated to innovative placemaking, Howard Hughes owns, manages, and develops award-winning large-scale master planned communities and mixed-use developments including: Downtown Columbia in Maryland; The Woodlands, The Woodlands Hills, and Bridgelandin the Greater Houston, Texas area; Summerlin in Las Vegas; Teravalis in the Phoenix West Valley; and Ward Villagein Honolulu, Hawai'i.

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.