PGIM Technology
Financial Services
Lead,ServiceDesk
Neural analysis suggests this role is
optimal for Lead candidates.
“Lead, Service Desk at PGIM Technology. Skills: Service Desk Management, IT Incident Management, End-user Support. Serve as primary point of contact. Troubleshoot hardware issues”
Industry & Context.
Troubleshooting; Problem-solving
On-call rotation, After-hours support
What They're Looking For.
Must Have
Experience supporting Windows, Experience supporting macOS, Working knowledge of VDI, Working knowledge of VMware platforms, Experience with endpoint patching, Experience with vulnerability remediation, Experience with system updates, Troubleshooting hardware issues, Troubleshooting software issues, Proficiency with Microsoft 365 applications, Excellent written communication skills, Excellent verbal communication skills, Customer-service focus, Ability to work independently, Ability to contribute effectively within a team
Nice to Have
Experience working within Agile environments, Scrum certification, Demonstrated experience mentoring junior Service Desk team members, Demonstrated experience supporting junior Service Desk team members, Familiarity with ITSM frameworks, Familiarity with continuous improvement practices, Experience supporting hybrid workforce environments, Experience supporting remote workforce environments, Exposure to enterprise security standards, Exposure to compliance standards, Documentation habits, Knowledge-sharing habits
What You'll Do.
Serve as primary point of contact
Troubleshoot hardware issues
Troubleshoot software issues
Troubleshoot mobile issues
Troubleshoot connectivity issues
Escalate complex issues
Ensure timely follow-through
Install end-user devices
Configure end-user devices
Maintain end-user devices
Configure applications
Maintain applications
Configure peripherals
Support onboarding processes
Support offboarding processes
Manage hardware inventory
Maintain asset records
Administer user accounts
Ensure compliance with security policies
Ensure compliance with access controls
Ensure compliance with asset management standards
Develop knowledge base articles
Maintain knowledge base articles
Develop documentation
Maintain documentation
Develop standard operating procedures
Maintain standard operating procedures
Identify recurring issues
Recommend process improvements
Enhance service delivery
Participate in Agile ceremonies
Collaborate with Infrastructure teams
Collaborate with Security teams
Collaborate with Application teams
Support workstation setups
Provide after-hours support
How You'll Work.
Team & Collaboration
Agile ceremonies; Infrastructure teams; Security teams; Application teams
Communication Scope
Customer service
Process & Methodology
Agile
Full Job Description
Job Classification: Technology - Admin & Support **About PGIM Quantitative Solutions (PQS)** PGIM Quantitative Solutions (PQS) is a global investment manager within PGIM, the asset management business of Prudential Financial. PQS leverages advanced quantitative research, data science, and technology-driven strategies to deliver innovative investment solutions across asset classes. The organization combines deep financial expertise with cutting-edge infrastructure and engineering capabilities to support scalable, resilient, and highly secure investment platforms. Technology plays a critical role in enabling PQS to operate efficiently, manage risk, and deliver value to clients in a fast-paced and highly regulated environment. **Who We Look For** We are seeking a hands-on, service-oriented IT professional who thrives in a fast-paced, collaborative environment. The ideal candidate brings a strong technical foundation across end-user technologies and demonstrates a proactive, customer-first mindset. This individual is not only a capable problem solver but also a natural team leader; someone who can guide junior team members, identify process improvements, and drive operational excellence within the Service Desk function. Strong communication skills, attention to detail, and the ability to work across multiple technology domains are essential. **What You Will Do** * Serve as the primary point of contact for IT incidents and service requests, ensuring a high level of customer satisfaction * Troubleshoot and resolve hardware, software, mobile, and connectivity issues across a Windows and macOS environment * Log, track, and manage incidents and requests using ITSM tools in alignment with best practices * Escalate complex issues to internal teams or vendors and ensure timely follow-through to resolution * Install, configure, and maintain end-user devices, applications, and peripherals * Support onboarding and offboarding processes, including provisioning access, configuring d
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