Service Desk Site Manager

Service Desk Manager

We are seeking an experienced manager to lead our established Service Desk team. The ideal candidate will be a strategic leader with a vision for motivating the team to deliver world-class service. As the Service Desk Manager, they will collaborate with IT colleagues to identify and implement opportunities for efficiency and excellence, aiming to achieve tasks more effectively and promptly.

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 Lead Workplace Operations & Support Manager position at the Vice President 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.

Since 1935, Morgan Stanley is known as a global leader in financial services, continuously evolving and innovating to better serve our clients and our communities in more than 40 countries around the world.

What You'll Do In The Role:

• Oversee the Service Desk site, with responsibility for managing 30 to 60 employees and contractors involved in level 1 and level 2 support, knowledge management, major incident management, reporting, and training
• Convey vision, goals and direction for the team
• Define overall strategy and direction
• Lead decisively and empower the team
• Promote innovation and process improvement
• Responsible for overseeing recruitment processes and managing employee performance
• Anticipate change impact and implement solutions to reduce its effects
• Identify opportunities for efficiency improvement and automation
• Drive Service Desk KPI's and metrics
• Compile and provide reporting to Senior Management

What You'll Bring To The Role:

• Excellent written and oral communication skills required
• Experience with Microsoft Office products, Windows 10, and general office computing tools required
• 6+ years call-center management experience or equivalent required in a technical or customer service field
• Previous Service Desk experience expected
• College degree or equivalent experience required
• Excellent problem-solving skills required
• Experience with financial service firms a plus, but not required

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.

Morgan Stanley's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees.

It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

Morgan Stanley is an equal opportunity employer committed to diversifying its workforce.