Deskside Support Coordinator – ISM - Somerset, NJ

The ISM Coordinator position manages the ISM technicians' day-to-day activities and reports to the regional infrastructure service management lead. The purpose of the role is to:

• Lead the team in receiving, building, configuring, installing, moving, repairing, and decommissioning desktop assets. This will also include inventory and stock management.

• Provide procedural support to their team to ensure projects are executed by established operating instructions.

• Be the primary interface for move projects for Corporate Services and the first escalation point for any IMAC-related activities for their region.

Essential duties for the position are not limited to the following:

• Ensure Hardware Inventory Management, ensuring stock levels are constantly monitored.

• Hardware ordering and receipt through our internal ordering system.

• Manage client expectations.

• Coordinate ISM projects, ensuring proper planning and resourcing.

• Manage the execution of ISM projects in line with firm policies.

• Manage the daily workload of the ISM Technicians.

• Follow Morgan Stanley processes and procedures.

• Serve as point of escalation for issues.

• Dispatch Ticket Management using ServiceNow for queue monitoring, including quality checks, aged ticket remediation, and escalation as required.

• Act as a central point of contact for vendors.

• Knowledge Management Process - Review and validate technical solutions; also provide feedback to improve the knowledge repository and maintain knowledge articles for the function. Coordination of key hardware initiatives.

Key Attributes:

• A wide range of experience in a Technology role, preferably in the financial or Investment Banking industry.

• Able to demonstrate strong team leadership skills.

• Proven experience of adherence to detailed processes.

• Self-motivated personality with a very high level of attention to detail.

• The ability to maintain and develop formal and informal relationships with key stakeholders.

• The ability to multi-task in a high paced and demanding environment is crucial.

JOB REQUIREMENTS/QUALIFICATIONS

Experience:

• Proven ability to work independently with little supervision as well as in a team environment.

• Excellent communication, interpersonal and customer care skills.

• Ability to work well under pressure and to tight timescales.

• Strong organizational and problem-solving skills.

• Knowledge of Windows operating system, applications, and computer hardware.

• Interacting with other support groups across multiple platforms.

• Experience using a help desk call management system.

• Industry standard certifications a plus (MCSA, A ).

• Experience in the financial industry (nice to have)

• An understanding of ITIL Service Support and Delivery disciplines and methodologies.

• Focus on customer service (must have).

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• related work: 3 years (Required)
• Windows: 3 years (Required)

Work Location: In person

Salary : $22 - $24