Service Desk Team LeaderDirectorWorkplace Operations & Support

Profile Description

Were seeking someone to join our Enterprise Technology team as a Service Desk Team Leader in Workforce Technology & Services to who will be responsible for overseeing real-time operational performance and managing incident severity across the Production Assurance organization. The ideal candidate will drive proactive decision-making and collaborate with Senior Leaders within WS.

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 organizations 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 youll do in the role:

• Responsible for monitoring intraday performance across multiple channels to ensure service levels are met.- Adjust staffing in real time to respond to fluctuations and unplanned events.
• Collaborate with WFM Operations and Support teams to execute contingency plans during outages or spikes.
• Lead the response to major Incidents and act as entry point for Production Assurance areas.
• Manage/mentor associates on Ops Control Support.
• Analyze real-time data and incident trends.
• Develop and deliver operational/incident-based reports.

What youll bring to the role:

• At least 4 years relevant experience would generally be expected to find the skills required for this role.
• Experience with Service Desk/Deskside practices/metrics.
• ITIL familiarity or ITIL Incident Management practices.
• Passion for providing feedback & coaching.
• Excellent written and oral communication skills.
• Experience with Microsoft Office Products Windows 11 and general office computing tools.
• College Degree or equivalent experience.
• Excellent Problem-Solving Skills

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 89 years. Our values - putting clients first doing the right thing leading with exceptional ideas committing to diversity and inclusion and giving back - arent just beliefs they guide the decisions we make every day to do whats best for our clients communities and more than 80000 employees in 1200 offices across 42 countries. At Morgan Stanley youll 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. Theres also ample opportunity to move about the business for those who show passion and grit in their work.

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Morgan Stanley is an equal opportunities employer. 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.