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Desktop Service Delivery Manager

PIMCO London, United Kingdom
Posted 28 days ago Permanent Competitive
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. People who thrive in a collaborative culture like ours where we solve real problems while building the future of finance.

You
  • Are excited to be part of a vibrant engineering community that values diversity, hard work, and continuous learning.
  • Love solving complex real-world business problems.
  • Recognize that cross-functional collaboration is a core component of success for the team.
  • Believe there are multiple ways to solve most technical problems and are willing to debate the trade-offs.
  • Have become a stronger engineer by making mistakes and learning from them.
  • Are a doer, someone who wants to grow their career and gain experience across technologies and business functions.
We
  • Continuously invest in a high-performance and inclusive culture, in which a diversity of backgrounds, experiences and viewpoints are celebrated and valued.
  • Encourage career mobility, so you can benefit from learning different functions and technologies, and we gain the benefits of your experience across teams.
  • Run technology pro bono programs that help the non-profit community and give our engineering community opportunities to volunteer and participate.
  • Offer education reimbursements and ongoing training in technology, communication, and diversity & inclusion.
  • Embrace knowledge sharing through lunch-and-learns, demos, and technical forums.
  • Consider our people to be our greatest asset-we will help you learn what PIMCO Technology has to offer so you can participate in activities that benefit your career while delivering impactful technology solutions.
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.

This position is ideal for an experienced desktop manager looking to demonstrate their expertise and become more hands-on with the specification and delivery of new IT service management processes and tools. It is also suitable for a second-line desktop support specialist with deep technical skills who has worked in a tightly managed service delivery environment and is looking to grow into a Service Management role.

Responsibilities
  • Lead and coordinate the execution of desktop technology activities within the end-user technology domain, centralizing the management of desktop technology relationships across the enterprise.
  • Act as the owner of the desktop escalation process, taking charge of major end-user technology incidents, ensuring coordination among resolving parties, effective communication with stakeholders, and conducting post-incident reviews.
  • 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, developing a strong understanding of projects impacting your service area, and ensuring that service impact is minimized and agreed upon.
  • 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 for all associated systems.
  • Drive internal and third-party desktop support service review meetings, covering performance, service improvements, quality, and processes.
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 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
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. The company also prohibits discrimination on other basis such as medical condition, or marital status under applicable laws.

Applicants with Disabilities

PIMCO is an Equal Employment Opportunity/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 949-720-7744 and leave a message. This is a dedicated line designed exclusively to assist job seekers with disabilities to apply online. Only messages left for this purpose will be considered. A response to your request may take up to two business days.

Job ID  R104288
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