The Team: Fueling the technologies that drive our products and support our company's infrastructure, the Technology team consists of talented developers, network architects, and IT experts who help make technology one of Morningstar's core strengths. Though our technologists represent a range of skills and knowledge bases, they all view technology as a craft and care deeply about creating positive user experiences. From Agile methodologies to mobile applications, to software as a service (SaaS) delivered from our private cloud, we push technology's boundaries to build scalable, elegant solutions that help investors reach their financial goals. The Role:As the IT Service Desk Team Leader, you will provide first class support to our global colleagues. You will be the primary owner of ticket distribution to our global teams and will provide on-going training to our service desk team in Chicago. You will continually drive the improvement of our service desk for customer service and first-time resolution of ticket requests. This role reports to the Desktop Support Manager and is based in our Chicago office. Responsibilities · Provide phone coverage for our global support number · Work with the Desktop Support Manager to ensure that staffing and skill levels are maintained throughout operational hours · Act as the escalation point for difficult calls or tickets escalated by our colleagues · Represent the Service Desk at meetings when required · Arrange service desk training and awareness sessions · Document consistent processes and procedures for first time resolution tickets · Collaborate and engage with service desk team daily · Work with business managers to identify areas of improvement · Hold regular workload management meetings with the Desktop Support Manager to ensure tickets are being distributed appropriately and that the team is meeting its objectives both within the business and for the customer · Assist service desk analysts in providing first line support when workloads are high, or where additional experience is required · Assist Desktop Support Manager with quarterly performance evaluations of service desk analysts · Provide cover for the Desktop Support Manager when required · Provide assistance to other technology teams as requested · Study data metrics reports and recommend improvements to support team goals Requirements · At least 3 years' experience in a service desk team in an organization of at least 1,000 employees · Good knowledge of ITIL framework including ITIL Foundation Certification V3 · A high level of accountability and the ability to prioritize and delegate is essential · Ability to meet tight deadlines · You must be able to demonstrate the ability to thrive within a fast paced, demanding support environment whilst maintaining high standards and a customer centric approach · You must be a self-motivated professional with excellent communication and documentation skills and be very well presented as you will be an ambassador for the company · Strong leadership and decision-making skills · Outstanding customer service skills Qualifications · Bachelor's Degree 3.5-4.0 GPA (preferred in technology) · Certificates are an advantage Morningstar is an equal opportunity employer. 001_MstarInc Morningstar Inc. Legal Entity
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