Service Desk Team Lead

Fitch Group is currently seeking a Service Desk Team Leader based out of our London office.

The Fitch Group Global Service Desk is a fast paced, diverse and exciting team with a passion for customer service & technology. The Global Service Desk provides 24x5 IT support to over 6,000 Fitch Group users globally.

What We Offer:

• Exceptional chance to grow and thrive through opportunities uncommon in scale and scope.
• High-achieving diversified team.
• Excellent exposure to the latest technology.

We’ll Count on You To:

• Have a passion for customer service and technical excellence
• Day to day team management including setting objectives, performance reviews, recruitment and team organization.
• Provide mentorship, motivation and encouragement to direct team and the Global Service Desk team
• Drive continuous service improvement initiatives to enhance the efficiency and effectiveness of the Global Service Desk processes and procedures.
• Work well under pressure and be able to prioritize your workload to meet business demands
• Develop relationships with key members of the business and engage with business stakeholders.
• Enforce best practice within the team, ensuring the highest standards that are expected are being met.

What You Need to Have:

• Previous experience of managing a team or large projects would be beneficial.
• Demonstratable examples of excellent customer service.
• ITIL V4 awareness / Foundation certification is preferred.
• Proven excellent written communication skills.

What Would Make You Stand Out:

• Clear and concise communication skills
• A positive ‘Can-Do’ attitude with a mature and professional approach
• Strong eye for detail with a very good ability to follow procedures and implement them with the team and the business
• Ability to cope with demanding situations

Why Fitch?

At Fitch Group, the combined power of our global perspectives is what differentiates us. Our global network of colleagues comes together to accomplish things greater than they ever could alone.

Every team member is essential to our business and each perspective is critical to our success. We embrace a diverse culture that encourages a free exchange of ideas, guaranteeing your voice will be heard and your work will have an impact, regardless of seniority.

We are building incredible things at Fitch and we invite you to join us on our journey.

Fitch Group is a global leader in financial information services with operations in more than 30 countries. Wholly owned by the Hearst Corporation, we are comprised of three main businesses: Fitch Ratings | Fitch Solutions | Fitch Learning.

For more information please visit our websites:  

www.fitchratings.com | www.fitchsolutions.com | www.fitchlearning.com

Fitch is committed to providing global securities markets with objective, timely, independent and forward-looking credit opinions. To protect Fitch’s credibility and reputation, our employees must take every precaution to avoid conflicts of interests or any appearance of a conflict of interest. Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment. If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work.

Fitch Group is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.

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