Team Lead - Global Service Desk_Director- Workplace_Operations & Support

Profile Description

We’re seeking someone to join our Enterprise Technology team as a Team Lead - Global Service Desk, in Workforce Technology & Services to help build a new Service Desk from the ground up. The ideal candidate will be a visionary and leader for their team, motivating and coaching team members with the goal of providing world class customer service.

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 Director position that delivers efficient technical support and ensures smooth operations of the organization's workplace environment for end-users, including hardware, software, and network resources.

Since 1935, Morgan Stanley is known as a global leader in financial services, always evolving and innovating to better serve our clients and our communities in more than 40 countries around the world.

What you’ll do in the role:

• Responsible for the oversight of the Service Desk Professionals servicing the Morgan Stanley population.
• Provide timely feedback, training, and coaching 70% of the time with a focus on driving incident restoration with a World Class Service experience.
• Responsible for interviewing and onboarding top talent.
• Conduct performance management in an effort 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.
• Oversee outages, leverage tools when volumes are at peak and escalations occurring, which would include ServiceNow, Service Desk Knowledge, Remote Assistance among others, in an effort to resolve our internal population. 

What you’ll bring to the role:

• At least 4+ years' relevant experience would generally be expected to find the skills required for this role.
• 4 years IT service desk or customer desk experience – leading teams of 10 in a multilevel organization
• Having track records of leading people (a team of 12-15 ppl)
• Manage day-to-day operations including metrics, KPI, reports
• Act as an escalation point for their team
• Responsible for people’s performance and development
• Strong ITSM exposure (ServiceNow or similar ticketing tools).
• Exposure to Automation tools
• Having good communication and prioritization skills
• Enable to collaborate on all levels
• Comfortable working with reports, scorecards, dashboards, and Excel‑based analysis.
• Ability to work in rotational shift model, including weekend shifts
• Stable profiles with demonstrated team ownership and accountability

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

At Morgan Stanley, we raise, manage and allocate capital for our clients – helping them reach their goals. We do it in a way that’s differentiated – and we’ve done that for 90 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 opportunity employer committed to building and maintaining a workforce that is diverse in experience and background.  Our recruiting efforts reflect our strong commitment to a culture of inclusion, where individuals are hired, developed, and advanced based on their skills and talents.

Our workforce reflects a broad cross-section of the global communities in which we operate, bringing a variety of backgrounds, talents, perspectives, and experiences.

For more information, please visit: https://www.morganstanley.com/people-opportunities/eeo.