Desktop Service Delivery Manager

2 weeks ago

Newport Beach, California, United States PIMCO Full time
About the Role

We are seeking a highly skilled 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, ensuring seamless delivery of services to end-users.
  • Act as the owner of the desktop escalation process, resolving complex incidents and ensuring effective communication with stakeholders.
  • Monitor and control 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, developing a strong understanding of projects impacting your service area.
  • Be accountable for the quality of desktop service and performance, ensuring that future demand from end-user growth and desktop-related projects is understood and incorporated into capacity plans.
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.
About PIMCO

PIMCO is 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.

What We Offer
  • Competitive salary and bonus structure.
  • Opportunities for career growth and professional development.
  • A collaborative and inclusive work environment.
  • A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
  • Access to cutting-edge technology and tools.
  • A dynamic and supportive team culture.
How to Apply

If you are a motivated and experienced professional looking to take your career to the next level, please submit your application, including your resume and a cover letter, to [insert contact information].

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