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Team Leader - HelpDesk, IS at Edward Jones in St Louis, Missouri

Posted in Information Technology 30+ days ago.

This job brought to you by eQuest

Type: Full-Time

Job Description:

At Edward Jones, we help clients achieve their serious, long-term financial goals by understanding their needs and implementing tailored solutions. To ensure a personal client experience, we have located our 14,000+ branch offices where our more than 7 million clients live and work.

A typical branch office has one financial advisor who meets with clients face-to-face and one branch office administrator who enhances the team's ability to build deep relationships with clients. Headquarters associates in St. Louis and Tempe provide support and expertise to help U.S. and Canada branch teams deliver an ideal client experience. Edward Jones currently has more branch offices than any other financial services firm, and we continue to grow to meet the needs of long-term individual investors.

The Help Desk provides technical support to the branch and home-office associates of Edward Jones in the United States and Canada.

The Team Leader of our IT Help Desk operations will co-create our strategic direction and provide customer-focused operational management of the Help Desk contact center.  You will plan, direct, and run a Help Desk team of associates and contractors responsible for contact operation, regulatory, support, development, security, disaster recovery and implementation of technologies. You will work closely with technology and application owners to resolve issues.


  • Provide dynamic leadership that mentors, develops, and guides team members.

  • Develop and maintain effective organization of responsibility, including efficient recruiting, training, performance standards, delineation of duties and responsibilities, forecasting, and supervision.

  • Establish and maintain effective communications and relationships with and across teams, business areas, and vendors

  • Align team activities and responsibilities with the firm's strategic direction

  • Develop and execute ongoing improvements to all processes related to team and department activities (eg. Contact reduction, problem management, escalation processes)

  • Ensure prudent use of the firm's financial resources

  • Provide leadership, development and mentoring to associates through examples and timely feedback

  • Develop successors for key positions in the department

  • Develop a strong relationship with each individual team member in order to ensure a suitable timeline for that associates firm roadmap

  • Provide shadowing opportunities with other areas of interests for team members

Minimum of 5 years experience directly related to technical support of information systems technology, with at least one year in a leadership capacity (mentoring associates, project leadership) preferred 

Successful completion of Series 7 within one year of employment.