Client Service Desk Team Leader - Director jobs in United States
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Morgan Stanley · 2 weeks ago

Client Service Desk Team Leader - Director

positionColumbus, OH
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 of service desk professionals and ensure high-quality support while driving efficiency and customer satisfaction.

Asset ManagementFinanceFinancial ServicesLending
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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 leadershipProcess improvementFinancial services experienceProblem-solving skillsCoachingWritten communicationOral communication

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

Morgan Stanley

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Morgan Stanley is a financial services company that offers securities, asset management, and credit services.
dateFounded in 1935
location
New York, New York, USA
people-size10001+ employees
web-link
http://www.morganstanley.com

H1B Sponsorship

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
2025 (222)
2024 (195)
2023 (173)
2022 (153)
2021 (165)
2020 (173)

Funding

Current Stage
Public Company
Total Funding
unknown
1997-02-05IPO

Leadership Team

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James Gorman
Chairman and CEO
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Wei Christianson
Co-CEO Asia Pacific
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