Lead the Employee Technology Support function, ensuring high-quality service delivery, incident management, and cross-functional collaboration to enhance user experience.
Job Summary:
We are looking for an experienced and dynamic leader to shape the employee technology support function within MDBRS. This role will handle delivering high quality support experiences, oversight of service delivery across the 2 service desks viz. Global Service Desk (GSD), Ask Credit Technology Service Desk (ACTSD) and providing cross functional oversight for infrastructure issues reported during North American working hours.
This is a leadership role, requiring a mix of strategic planning and team leadership.
Key Responsibilities:
Preferred Qualifications:
What success will mean in this role:
Compensation and Benefits
At Morningstar we believe people are at their best when they are at their healthiest. That's why we champion your wellness through a wide-range of programs that support all stages of your personal and professional life. Here are some examples of the offerings we provide:
Total Cash Compensation Range
$121,400.00 - 218,525.00 USD Annual
Inclusive of annual base salary and target incentive
Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.
R06_DBRSInc DBRS, Inc. - US Legal Entity
We are looking for an experienced and dynamic leader to shape the employee technology support function within MDBRS. This role will handle delivering high quality support experiences, oversight of service delivery across the 2 service desks viz. Global Service Desk (GSD), Ask Credit Technology Service Desk (ACTSD) and providing cross functional oversight for infrastructure issues reported during North American working hours.
This is a leadership role, requiring a mix of strategic planning and team leadership.
Key Responsibilities:
- Lead a high performing Employee Technology Support function
- Oversight of GSD to ensure prompt, high-quality support services for employee technology related issues or service requests
- Oversight of ACTSD to ensure prompt, high-quality support services for Credit product related issues or service requests
- Incident Management and reporting per processes and standards
- Collaborate and coordinate with the Morningstar Central Technology teams and Morningstar Information Security team where required for maintaining service levels
- Collaborate with the Product Management team to identify steps to reduce product support related issues
- Identify optimization areas and implement continuous improvement projects that will improve user experience
Preferred Qualifications:
- 10+ years of experience in IT infrastructure, employee technology; 2+ years in a senior management role
- Experience overseeing or partnering with service desk operations.
- Experience leading cross-functional teams and delivering technology transformation projects
- Bachelor's degree in computer science, Information technology or a related field
- Master's degree or certifications (e.g. ITIL, Microsoft, AWS) is a plus
What success will mean in this role:
- High SLA adherence
- Seamless coordination between the service desks and infrastructure team
- High employee satisfaction and enablement feedback/scores
Compensation and Benefits
At Morningstar we believe people are at their best when they are at their healthiest. That's why we champion your wellness through a wide-range of programs that support all stages of your personal and professional life. Here are some examples of the offerings we provide:
- Financial Health
- 75% 401k match up to 7%
- Stock Ownership Potential
- Company provided life insurance - 1x salary + commission
- Physical Health
- Comprehensive health benefits (medical/dental/vision) including potential premium discounts and company-provided HSA contributions (up to $500-$2,000 annually) for specific plans and coverages
- Additional medical Wellness Incentives - up to $300-$600 annual
- Company-provided long- and short-term disability insurance
- Emotional Health
- Trust-Based Time Off
- 6-week Paid Sabbatical Program
- 6-Week Paid Family Caregiving Leave
- Competitive 8-24 Week Paid Parental Bonding Leave
- Adoption Assistance
- Leadership Coaching & Formal Mentorship Opportunities
- Annual Education Stipend
- Tuition Reimbursement
- Social Health
- Charitable Matching Gifts program
- Dollars for Doers volunteer program
- Paid volunteering days
- 15+ Employee Resource & Affinity Groups
Total Cash Compensation Range
$121,400.00 - 218,525.00 USD Annual
Inclusive of annual base salary and target incentive
Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.
R06_DBRSInc DBRS, Inc. - US Legal Entity
Top Skills
AWS
Itil
Microsoft
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