Global Service Desk-Team Lead – Director – Workplace Operations & Support
Morgan Stanley
APAC/Oceania, India, Bengaluru
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Salary
Rank
Director
Responsibility
Functional Tower Lead
Scope
Regional
Workplace
100% in office
Functions
Customer Service
IT
Reports to
Level
N-3
Travel Max:
0%
Posting Date
08-06-2025
Description
WS is seeking an experienced manager to lead our established Service Desk team. The ideal candidate will be a strong leader with a vision for motivating the team to deliver world-class service. The ideal candidate will collaborate with IT colleagues to identify and implement opportunities for efficiency and excellence, aiming to achieve tasks more effectively and promptly.
Key Responsibilities
- Oversee the Service Desk Team Lead, with responsibility for managing 10 to 15 employees and contractors involved in level 1, knowledge management, major incident management, reporting, and training.
- Communicate vision, goals and direction for the team.
- Execute/Implement overall strategy and direction.
- 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.
Qualification & Requirements
- 6-8 years IT service desk or customer desk experience – leading teams of 10-15 in a multilevel organization
- 6+ years call-center management experience or equivalent required in a technical or customer service field.
- Experience with Microsoft Office products, Windows 10, and general office computing tools required.
- Having track records of leading people (a team of 10-15 people)
- Manage day-to-day operations including metrics, KPI, reports Act as an escalation point for their team.
- Responsible for people` performance and development
- Having good communication and prioritization skills
- Enable to collaborate on all levels
Benefits
- Family Support. Whether you’re welcoming a new child, helping your children grow and develop, or caring for aging parents, we have programs to help. We offer generous parental leave (16 weeks for all new parents and an additional 6-8 weeks for employees who give birth), as well as caregiver leave when you need to care for a seriously ill family member (4 weeks annually) – Our family support programs include a $75,000 family building benefit to offset the cost of fertility treatments (IVF, egg- and sperm-freezing), adoption and surrogacy. Additionally, expert care is available round-the-clock, at no charge, from OB-GYNs, midwives, doulas, lactation, sleep and potty training consultants, speech therapists and child psychologists to name a few.
- Mental Health. Employees and their dependents each have 16 annual sessions with skilled coaches and therapists at no cost, and access to mental health doctors. You can also take advantage of free access to a leading mindfulness app and five guest accounts for household members.
- Onsite Services. Employees based in our NYC locations have access to health centers, mental health counseling, fitness centers, physical therapy and restorative suites at the office. Many services are free or subsidized.
- Perks. And we can’t forget the fun stuff. You’ll enjoy hundreds of perks and discounts on automobiles, electronics, retail merchants, travel, entertainment, museums and more.
Company Profile
Morgan Stanley
Industry
Financial Services
Revenue
$53.7B
Employees
82,000
Fortune 500 Rank
#61
Global 500 Rank
#196
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