Client Service Desk Team Leader, Director

Client Service Desk Team Leader, Director

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.

• 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 .

• 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.