Desktop Service Delivery Manager

2 weeks ago

Newport Beach, California, United States PIMCO Full time
Job Title: Desktop Service Delivery Manager

We are seeking a highly skilled and experienced Desktop Service Delivery Manager to join our team at PIMCO. As a key member of our IT department, you will be responsible for overseeing the delivery of high-quality desktop services to our end-users.

Key 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, taking charge of major end-user technology incidents.
  • Monitor, control, and support desktop service delivery, ensuring that systems, methodologies, and procedures are in place and adhered to.
  • Advocate for desktop service and support in end-user services projects.
  • Be accountable for the quality of desktop service and performance.
Requirements:
  • 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 and regions.
  • Knowledgeable in LAN/WAN networks and network 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, and Windows Performance Analyzer (WPA) tools.
  • Experienced in performance characterization and software optimization techniques.
  • Experience troubleshooting issues with AD, GPOs, Windows OS, healthcare applications, and multi-factor authentication.
  • Experienced in planning and executing technology requirements for office relocations and expansions.
  • Knowledgeable in Mobile Device Management (MDM) systems.
  • Familiar with at least one centralized service monitoring, alerting, and dashboard solution.
  • Experienced in baselining, developing, and reporting SLAs and KPIs for ongoing services.
  • Skilled in developing internal and user-facing documentation and FAQs.
  • Direct experience with installation or maintenance tasks, configuring laptops, desktops, video-conference rooms, and related software.
  • Excellent communication, research, analytical, project management, and documentation skills.
  • Strong project management skills, managing vendors effectively, and being responsive to users and IT staff in a timely manner.
  • Flexible with work hours, including late hours and weekends as needed.
  • PowerShell experience is a significant advantage.
  • Experienced in supporting and providing concise updates to C-Level executives and senior leaders.
  • Experience in the financial industry is a huge plus.
  • Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field required.
What We Offer:
  • A competitive salary range of $100,000 to $135,000.
  • A discretionary bonus based on company, business, team, and individual performance.
  • A total compensation approach that includes a base salary and a discretionary bonus.
  • A comprehensive benefits package, including medical, dental, and vision insurance.
  • A 401(k) retirement plan with a company match.
  • A generous paid time off policy.
  • A flexible work environment that allows for remote work and flexible hours.
  • Professional development opportunities, including training and education reimbursement.
  • A diverse and inclusive work environment that values diversity, equity, and inclusion.
Equal Employment Opportunity and Affirmative Action Statement:

PIMCO is an equal employment opportunity and affirmative action employer. We provide reasonable accommodation for qualified individuals with disabilities, including veterans, in job application procedures. If you have any difficulty using our online system due to a disability and you would like to request an accommodation, you may contact us at [insert contact information].

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