Lead End User Desktop Support Engineer _vice President_workplace Engineering

Lead End User Desktop Support Engineer

We're seeking someone to join our Investment Management Technology team as a Lead End User Desktop Support Engineer in Investment Management Tech Platform Public Risk & Business Enablement team to drive the adoption of innovative technologies to enhance business operations and achieve strategic goals. This position is responsible for identifying opportunities where new technologies can streamline processes, improve efficiency, and create competitive advantages by collaborating closely with various business units.

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 Lead Workplace Engineering (Lead End User Support Technician) at Vice President level, which is part of the job family responsible for managing and optimizing the technical environment and end-user experience across various workplace technologies, ensuring seamless operations and user satisfaction across the organization.

Since 1935, Morgan Stanley is known as a global leader in financial services, always evolving and innovating to better serve our clients and our communities in more than 40 countries around the world.

What you'll do in the role:

The DEX Advocate role is pivotal in driving the adoption of innovative technologies to enhance business operations and achieve strategic goals. This position is responsible for identifying opportunities where new technologies can streamline processes, improve efficiency, and create competitive advantages. By collaborating closely with various business units, the DEX Advocate will ensure that technology related initiatives are aligned with the overall business objectives and contribute to long-term success.

The ideal candidate will possess a deep understanding of both the technological landscape and the business environment, enabling them to provide strategic advice and proactive solutions. They will leverage their expertise to implement technology-driven improvements that support digital transformation, innovation, and sustainability. This role is not just about providing technical support but about empowering the business to harness the full potential of new technologies.

Device & Application Performance:

• Ensure laptops, desktops, mobile devices, and applications run smoothly and reliably.

User Experience Monitoring:

• Utilize tools like Nexthink, Systrack and Splunk to monitor how employees interact with technology, identify issues proactively, and improve performance.
• Create meaningful reports in Excel and PowerBI that clearly articulate the end use experience state to the BU Champions and IMIT leadership

Support & Projects:

• Engage with ETS, Risk, TOR to ensure fast and effective IT support minimizing downtime. Candidate must be able to provide Tier 1 and Tier 2 technical support for Windows-based desktops, VDIs, laptops, and peripherals when shared services support cannot resolve.
• Collaborate with cross-functional teams to support IT projects, including hardware rollouts, software upgrades, and office moves.
• Participate in the planning and execution of IT initiatives, ensuring minimal disruption to business operations.

Education & Technology Adoption:

• Identify and promote the adoption of innovative technologies that can enhance business operations and achieve strategic goals. Focus on how these technologies can streamline processes, improve efficiency, and create competitive advantages.
• Educate users on the firm-offered GenAI technologies like ChatGPT Enterprise, AIMS and Microsoft Copilot
• Work closely with various business units to understand their needs and tailor technology solutions that meet those needs. Ensure that technology initiatives are aligned with the overall business objectives and contribute to long-term success.
• Perform business/data analysis to investigate into various business problems and propose the solution working closely with clients and team.
• Design, implement, test and maintain web and data processing applications – technology choice could vary depending on the types of components and team's strategy.
• Performance and scalability optimization to support large scale deployments.
• Define new features in conjunction with product management, and provide specifications.
• Ensure quality and completeness of the final product through unit testing, documentation and maintenance as appropriate.

What you'll bring to the role:

• 11+ years of career experience & 3+ years of experience in end-user support or desktop support roles.
• Strong knowledge of Windows 10/11, Active Directory, and Microsoft 365.
• Experience with VDI technologies such as Citrix or VMware Horizon.
• Familiarity with Nexthink or similar digital experience monitoring tools.
• Basic understanding of project management principles and ability to coordinate small-scale IT projects.
• Interpersonal skills/communication – Fluent English speaking/writing is essential as there is regular interaction with peer teams, internal clients, vendors and suppliers in any other regions. Candidates must be able to communicate clearly and concisely to minimize misunderstandings and to ensure fast and accurate dissemination of information.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Willingness and ability to travel up to 25%.
• At least 6 years' relevant experience would generally be expected to find the skills required for this role.

What you can expect from Morgan Stanley:

We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 89 years. Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren't just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you'll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There's also ample opportunity to move about the business for those who show passion and grit in their work.

We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 89 years. Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren't just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you'll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There's also ample opportunity to move about the business for those who show passion and grit in their work.