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

Dir, P3, Workpl Ops & Supp III – 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, responsible for delivering efficient technical support and ensuring the smooth operation of the organization’s workplace environment for end‑users, including hardware, software, and network resources.

Workforce Services (WS) is a dynamic and fast‑paced area within the firm’s Enterprise Technology & Services division. We deliver high‑quality technology solutions and support functions to internal end users. We are seeking a Team Leader to lead and shape the service desk population while adhering to the firm’s core values. The ideal candidate will be a visionary leader, motivating and coaching team members to provide world‑class customer service.

• Oversee the Service Desk Professionals servicing the Morgan Stanley population.
• Provide timely feedback, training, and coaching 70% of the time, focusing on driving incident restoration and a world‑class service experience.
• Interview and onboard top talent.
• Conduct performance management to drive metrics such as First Contact Resolution and Customer Satisfaction rates.
• Monitor agent productivity and operational excellence, and assess the impact on Service Desk Service Level Agreements.
• Oversee outages and leverage tools (e.g., Service Now, Service Desk Knowledge, Remote Assistance) to resolve incidents during peak volumes and escalations.

• 4+ years of prior call‑center experience or equivalent in a technical or customer service environment.
• Previous Service Desk Experience.
• Experience with Microsoft Office products, Windows 10, and general office computing tools.
• Passion for providing feedback & coaching.
• Excellent written and oral communication skills.
• Excellent time‑management and problem‑solving skills.
• Strong organizational and analytical abilities.

Expected base pay rates for the role are between $70,000 and $105,000 per year at the commencement of employment. Additional compensation may include commission earnings, incentive compensation, discretionary bonuses, and other company‑sponsored benefit programs.

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, 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 (M/F/Disability/Vet).