We're seeking someone to join our team as Client Service Desk 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. This role is in Workforce Services (WS) Department which 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.In the Technology division, we leverage innovation to build the connections and capabilities that power our Firm, enabling our clients and colleagues to redefine markets and shape the future of our communities. This is a Client Service Desk Team Leader position at Director level, which is part of Workplace Operations & Support job family that delivers efficient technical support and ensures smooth operations of the organization's workplace environment for end-users, including hardware, software, and network resources.Morgan Stanley is an industry leader in financial services, known for mobilizing capital to help governments, corporations, institutions, and individuals around the world achieve their financial goals.
What You'll Do In The Role
- 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 .
What You'll Bring To The Role
- At least 6+ years’ relevant experience would generally be expected to find the skills required for this role.
- 3-5 years of 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.To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices into your browser.Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximize their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives, and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing, and advancing individuals based on their skills and talents.
