Desktop Service Delivery Manager
at PIMCO
On-site Newport Beach, California, United States Full time Posted 13 days agoDescription
We are a leading global asset management firm with over 3,000 employees across 20 offices in 15 countries; we help millions of investors around the world pursue their financial goals. We hire critical thinkers who thrive in a collaborative culture where we solve real problems while building the future of finance.
Position Summary/Overview
The Desktop Service Delivery Manager is responsible for overseeing key functions within the IT department that ensure the delivery of high-quality service to end users. This role ensures that desktop service and support delivery processes are in place to meet business needs. As a stakeholder-facing position, the individual will establish and manage expectations within the business and drive the desktop team to meet those expectations to a high standard.
Responsibilities
- Lead and coordinate the execution of desktop technology activities within the end-user technology domain.
- Act as the owner of the desktop escalation process, ensuring coordination among resolving parties and effective communication with stakeholders.
- Monitor, control, and support desktop service delivery, ensuring adherence to systems, methodologies, and procedures.
- Advocate for desktop service and support in end-user services projects.
- Be accountable for the quality of desktop service and performance, ensuring future demand is understood and incorporated into capacity plans.
- Drive internal and third-party desktop support service review meetings.
Qualifications
- 7 - 10 years of experience in desktop support delivery and/or end-user support management.
- Extensive experience managing multiple desktop support teams and customers across multiple locations.
- Knowledgeable in LAN/WAN networks and protocols.
- Expertise in TCP/IP networking, including sub-netting, routing, ports, and firewalls.
- Skilled in troubleshooting both hardware and software issues.
- Familiar with ServiceNow, Jira, or similar ticketing systems.
- Experienced with Windows OS, XenApp, XenDesktop, Citrix.
- Excellent communication, research, analytical, project management, and documentation skills.
- Flexibility with work hours, including late hours and weekends as needed.
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field required.
PIMCO follows a total compensation approach when rewarding employees which includes a base salary and a discretionary bonus. Salary Range: $100,000.00 - $135,000.00.
PIMCO is an Equal Employment Opportunity/Affirmative Action employer. We provide reasonable accommodation for qualified individuals with disabilities.
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