Desktop Service Delivery Manager

Desktop Service Delivery Manager

at PIMCO

On-site Newport Beach, California, United States Full time Posted 13 days ago

Description

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

1. Lead and coordinate the execution of desktop technology activities within the end-user technology domain.
2. Act as the owner of the desktop escalation process, ensuring coordination among resolving parties and effective communication with stakeholders.
3. Monitor, control, and support desktop service delivery, ensuring adherence to systems, methodologies, and procedures.
4. Advocate for desktop service and support in end-user services projects.
5. Be accountable for the quality of desktop service and performance, ensuring future demand is understood and incorporated into capacity plans.
6. Drive internal and third-party desktop support service review meetings.

Qualifications

1. 7 - 10 years of experience in desktop support delivery and/or end-user support management.
2. Extensive experience managing multiple desktop support teams and customers across multiple locations.
3. Knowledgeable in LAN/WAN networks and protocols.
4. Expertise in TCP/IP networking, including sub-netting, routing, ports, and firewalls.
5. Skilled in troubleshooting both hardware and software issues.
6. Familiar with ServiceNow, Jira, or similar ticketing systems.
7. Experienced with Windows OS, XenApp, XenDesktop, Citrix.
8. Excellent communication, research, analytical, project management, and documentation skills.
9. Flexibility with work hours, including late hours and weekends as needed.
10. 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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