Client Service Desk Team Leader - Director

Company Profile
Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The firm's employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries. As a market leader, the talent and passion of our people is critical to our success.

Department Profile
Workforce Services (WS) is a dynamic and fast-paced area within the firm's Enterprise Technology & Services division. We are responsible for delivering high-quality technology solutions and support functions to our internal end users as well as external clients. Our goal is to ensure all users across the firm can perform their job efficiently with minimal to no interruption.

Position Description
WS is seeking a technical team leader to help the lead and shape the service desk while adhering to the firm's core values. The ideal candidate will be a leader and functional owner, motivating and coaching their team with the goal of providing world class customer service.

Job Description:

• Responsible for overseeing a team of service desk professionals supporting the internal and external Morgan Stanley population
• Serve as the functional owner of a technical client-facing service desk, overseeing data transfer protocols including login credential rotations, PGP key management, FTP/SFTP configuration, and ongoing system maintenance and administration
• Responsible for SLAs across multiple inventory streams, including call management, email correspondence, ticket aging and resolution, and real-time 24x7 system health monitoring
• Provide timely feedback, training, and coaching 50% of the time with a focus on driving efficiency of work execution while providing a world-class service experience
• Support interviewing and onboarding of top talent
• Conduct performance management to drive the metrics set out by the Service Desk including First Contact Resolution and Customer Satisfaction rates
• Monitor agent productivity as well as operational excellence and how it impacts the Service Desk Service Level Agreements
• Drive growth and development of team members

Qualifications:

• 3-5 years previous technical or customer service leadership experience
• Previous service desk experience
• Excellent problem-solving skills with passion for process improvement
• Passion for providing feedback & coaching
• Excellent written and oral communication skills
• Experience with financial service firms
• College degree or equivalent experience

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 89 years. Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren’t just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There’s also ample opportunity to move about the business for those who show passion and grit in their work.

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Morgan Stanley's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees.

It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).