Client Service Desk Team Leader - Director jobs in United States
cer-icon
Apply on Employer Site
company-logo

E*TRADE from Morgan Stanley ยท 1 month ago

Client Service Desk Team Leader - Director

positionColumbus, Ohio, United States of America
timeFull-time
remoteOnsite
seniorityMid Level
date3+ years exp

Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Client Service Desk Team Leader will oversee a team providing technical support, ensuring high-quality service delivery while managing service level agreements and team performance.

BankingFinanceFinancial Services
check
H1B Sponsor Likelynote

Responsibilities

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

Qualification

Service desk experienceTechnical leadershipCoachingFinancial services experienceProblem-solving skillsProcess improvementTeam developmentCommunication

Required

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

Benefits

Some of the most attractive and comprehensive employee benefits and perks in the industry

Company

E*TRADE from Morgan Stanley

twittertwittertwitter
company-logo
E*TRADE from Morgan Stanley is a pioneer in the online brokerage industry.
dateFounded in 1982
location
Arlington, Virginia, USA
people-size1001-5000 employees
web-link
https://us.etrade.com/home

H1B Sponsorship

E*TRADE from Morgan Stanley has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (3)

Funding

Current Stage
Public Company
Total Funding
unknown
2020-02-20Acquired
1996-08-16IPO

Leadership Team

leader-logo
Julia Miller
Executive Director, Creative Services
linkedin

Recent News

EQUINITI
Patricia Landry Commissioned as Director of Customer Success at EQ
2025-11-07
TradingView
Key facts: Morgan Stanley shares rise 4.7%; equity revenue up 80%; E*Trade trades up 24%
2025-10-19
Decrypt
Citi Plans to Launch Crypto Custody Services in 2026: CNBC
2025-10-14
Company data provided by crunchbase