Client Service Desk Team Leader Director
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Job Location:
Columbus, NE - USA
Monthly Salary:
Not Disclosed
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans Transitioning Military National Guard and Reserve Members Military Spouses Wounded Warriors and their Caregivers. If you have the required skill set education requirements and experience please click the submit button and follow the next steps. |
Company Profile
Morgan Stanley is a leading global financial services firm providing a wide range of investment banking securities investment management and wealth management services. The firms employees serve clients worldwide including corporations governments and individuals from more than 1200 offices in 43 countries. As a market leader the talent and passion of our people is critical to our success.
Department Profile
Workforce Services (WS) is a dynamic and fast-paced area within the firms 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.
Position Description
WS is seeking a technical team leader to help the lead and shape the service desk while adhering to the firms 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.
Job Description:
- 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
Qualifications:
- 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
Required Experience:
Director
Key Skills
- Cement Plant
- Account Payable
- Bidding
- Electrical Engineering
- Kpo
- Architecture
About Company
VetJobs & Military Spouse Jobs works with our employer partners to source, screen, and move qualified talent to the desktops of the Hiring Managers. Application is a two-step process, so please be patient with the team. When you submit to a position on our site your information will ... View more
