Client Service Desk Team Leader - Director

Client Service Desk Team Leader Director

Location:

Columbus, OH

Salary: $48,000.00 – $55,000.00

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WS is seeking a technical team leader to lead and shape the service desk while adhering to the firm’s core values. The ideal candidate will motivate and coach their team with the goal of providing world‑class customer service.

• Oversee 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.
• Manage 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.

• 3–5 years of 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.

Minimum education required:
High School/GED.

Job Category: IT. Affiliated Sponsor:
Morgan Stanley.