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Desktop Regional Service Delivery Manager

2 months ago

Newport Beach, California, United States PIMCO Full time

About PIMCO

PIMCO is a leading global asset management firm with a strong presence in the financial industry. With over 3,000 employees across 20 offices in 15 countries, we help millions of investors around the world pursue their financial goals.

Our Culture

We value diversity, hard work, and continuous learning. Our vibrant engineering community is built on a collaborative culture where we solve real-world business problems and build the future of finance.

About the Role

We are seeking a highly experienced Desktop Service Delivery Manager to join our team. As a key member of our IT department, you will be responsible for overseeing key functions that ensure the delivery of high-quality service to 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.
  • Drive internal and third-party desktop support service review meetings.

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

PIMCO follows a total compensation approach when rewarding employees, which includes a base salary and a discretionary bonus. The base salary is determined by core job responsibilities, relevant experience, internal level, and market factors. The discretionary bonus is used to award performance and is determined by company, business, team, and individual performance.

Equal Employment Opportunity and Affirmative Action Statement

PIMCO recruits and hires qualified candidates without regard to race, national origin, ancestry, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender (including gender identity and expression), age, military or veteran status, disability (physical or mental), any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial, and municipal laws.