Dir, P3, Workpl Ops & Supp III : Level - Director

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 Workplace Operations & Support III position at the Director level, which is part of the job family responsible for delivering efficient technical support and ensuring smooth operations of the organization's workplace environment for end-users, including hardware, software, and network resources.

Morgan Stanley is an industry leader in financial services, known for mobilizing capital to help governments, corporations, institutions, and individuals around the world achieve their financial goals.

Interested in joining a team that's eager to create, innovate and make an impact on the world? Read on.

Workforce Services (WS) 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. Our goal is to ensure end users across the firm can perform their job efficiently with minimal to no interruption. We are seeking a Team Leader to help the lead and shape the service desk population through adhering to the firm's core values.

The ideal candidate will be a visionary and leader for their team, motivating and coaching team members with the goal of providing world class customer service.

• Responsible for the oversight of the Service Desk Professionals servicing the Morgan Stanley population
• 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 Service Now, 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
• Experience with Microsoft Office products, Windows 10, and general office computing tools required
• Passion for providing feedback & coaching
• Excellent written and oral communication skills
• Excellent time management skills
• Excellent Problem-Solving Skills

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 - 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.

At Morgan Stanley, you’ll 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.

There’s also ample opportunity to move about the business for those who show passion and grit in their work.

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Expected base pay rates for the role will be between $70,000 and $105,000 per [hour/year] at the commencement of employment. However, base pay if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the…