Director - Service Desk Team Lead

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 4+ years previous call-center experience or equivalent required in a technical or customer service field Previous Service Desk Experience Passion for providing feedback & coaching Excellent written and oral communication skills Excellent time management skills Excellent Problem-Solving Skills Experience with Microsoft Office Products, Windows 10, and general office computing tools 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. 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. 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.