Client Service Desk Team Leader - Director

Morgan Stanley • Columbus, OH

20d

About The Position

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.

Requirements

• 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

Responsibilities

• 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 This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees