Workforce Services (WS) is a dynamic and fast-paced area within the firm's Enterprise Technology & Services division. Workforce Technology & Services Workforce Technology & Services Provides the Firm's workforce with the technology, services and capabilities required to meet the needs of colleagues, partners and clients Workplace Operations & Support WS is seeking an experienced manager to lead our established Service Desk team. The ideal candidate will be a strong leader with a vision for motivating the team to deliver world-class service. The ideal candidate will collaborate with IT colleagues to identify and implement opportunities for efficiency and excellence, aiming to achieve tasks more effectively and promptly. Oversee the Service Desk Team Lead, with responsibility for managing 10 to 15 employees and contractors involved in level 1, knowledge management, major incident management, reporting, and training. Communicate vision, goals and direction for the team. Execute/Implement overall strategy and direction. Promote innovation and process improvement. Responsible for overseeing recruitment processes and managing employee performance. 6-8 years IT service desk or customer desk experience - leading teams of 10-15 in a multilevel organization 6+ years call-center management experience or equivalent required in a technical or customer service field. Experience with Microsoft Office products, Windows 10, and general office computing tools required. Having track records of leading people (a team of 10-15 people) Manage day-to-day operations including metrics, KPI, reports Act as an escalation point for their team. Responsible for people` performance and development Having good communication and prioritization skills Enable to collaborate on all levels 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. 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.
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