IT Service Desk Team Leader

| Chicago
  • 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 IT Service Desk Manager and is based in our Chicago office.

     

    Responsibilities

    • Provide phone coverage for our global support number
    • Work with the IT Service Desk 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 IT Service Desk 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 with service desk analyst evaluations
    • Provide cover for the IT Service Desk 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
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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • D3JSLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • PlayFrameworks
    • SpringFrameworks
    • Maria DBDatabases
    • MemcachedDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

22 W. Washington , Chicago, IL 60602
22 W. Washington , Chicago, IL 60602

What are Morningstar Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Perks & Discounts
Casual Dress
Commuter Benefits
Happy Hours
Parking
Fitness Subsidy
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement

Additional Perks + Benefits

Compensation at Morningstar is more than a salary. It’s about making positive contributions to both life and work. We give our diverse workforce the choice and flexibility they need to maintain their health, retirement plans, time, and professional growth.

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