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- Tasks: Lead a dynamic Service Desk team, managing incidents and improving service across regions.
- Company: Join Fitch Group, a top global financial information provider with over 100 years of experience.
- Benefits: Enjoy hybrid work, comprehensive healthcare, tuition reimbursement, and generous parental leave.
- Why this job: Be part of a culture that values innovation, learning, and making a real impact in technology.
- Qualifications: 5+ years in Service Desk management with excellent communication and people skills.
- Other info: Fitch promotes an inclusive environment and offers paid volunteer days to give back.
The predicted salary is between 43200 - 72000 £ per year.
Fitch Group is currently seeking a EMEA & APAC Service Desk Manager based out of our London office. As a leading, global financial information services provider, Fitch Group delivers vital credit and risk insights, robust data, and dynamic tools to champion more efficient, transparent financial markets.
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.
How You’ll Make an Impact:
- Responsible for Incidents, Service Requests, Problems, VIP requests and escalations across UK, EMEA and APAC regions.
- Mentor and develop the team leaders and their direct reports.
- Service Desk management of Major Incidents globally.
- Partner with Office Managers and key stakeholders on IT support issues and continual improvements.
- Work closely with your counterpart in the US to ensure standardization and collaborative working.
- Identify the Service Desk strategy & budget for the region, aligning with the business requirements and goals.
- Continual Service Improvement of the Global Service Desk.
You May be a Good Fit if:
- Previous experience in managing a Service Desk team.
- At least 5 years experience in a fast paced Service Desk.
- Excellent communication skills, both verbal and written.
What Would Make You Stand Out:
- Excellent people management and customer service skills across different regions, time zones & cultures.
- Strong and demonstrable presentation skills, both virtually and in person.
- Proven track record of service improvement.
- VIP and stakeholder management.
Why Choose Fitch:
- Hybrid Work Environment: 2 to 3 days a week in office required based on your line of business and location.
- A Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity.
- Investing in Your Future: Retirement planning and tuition reimbursement programs that empower you to achieve your short and long-term goals.
- Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing.
- Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively.
- Inclusive Work Environment: A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe.
- Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community.
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 interest or any appearance of a conflict of interest.
Fitch 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.
Service Desk - Manager employer: Fitch Group
Contact Detail:
Fitch Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk - Manager
✨Tip Number 1
Familiarise yourself with Fitch Group's culture and values, especially their commitment to transparency and independence. This will help you align your responses during interviews and discussions, showcasing that you understand and resonate with their mission.
✨Tip Number 2
Network with current or former employees of Fitch Group, particularly those in the Service Desk or IT roles. They can provide valuable insights into the company culture and expectations, which can give you an edge in your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved service delivery in previous roles. Highlighting your experience with service improvement initiatives will demonstrate your capability to contribute positively to Fitch's Global Service Desk.
✨Tip Number 4
Showcase your understanding of managing teams across different regions and cultures. Given the global nature of the role, emphasising your experience in diverse environments will make you a more attractive candidate for the position.
We think you need these skills to ace Service Desk - Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing a Service Desk team, particularly in fast-paced environments. Use specific examples that demonstrate your leadership and customer service skills.
Craft a Compelling Cover Letter: In your cover letter, express your passion for technology and customer service. Mention how your previous experiences align with Fitch Group's values and the specific requirements of the Service Desk Manager role.
Highlight Communication Skills: Since excellent communication is crucial for this role, provide examples in your application that showcase your verbal and written communication skills, especially in diverse and multicultural settings.
Showcase Service Improvement Initiatives: Detail any past initiatives you've led that resulted in service improvements. This could include metrics or feedback that illustrate the positive impact of your efforts on customer satisfaction and operational efficiency.
How to prepare for a job interview at Fitch Group
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll be expected to mentor and develop your team. Be prepared to discuss your previous experiences in managing teams, highlighting specific examples of how you've successfully led and motivated others.
✨Demonstrate Your Customer Service Expertise
Fitch Group values excellent customer service. Prepare to share instances where you've gone above and beyond for clients or users, especially in high-pressure situations. This will show your commitment to service excellence.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities, particularly regarding major incidents and escalations. Think of scenarios from your past experience where you effectively managed crises and improved service delivery.
✨Understand the Company Culture
Familiarise yourself with Fitch Group's culture of credibility, independence, and transparency. Be ready to discuss how your values align with theirs and how you can contribute to their mission of driving projects that matter.
