Service Desk - Manager

Fitch Group is currently seeking a US & LATAM Service Desk Manager based out of our New York 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. With over 100 years of experience and colleagues in over 30 countries, Fitch Group’s culture of credibility, independence, and transparency is embedded throughout its structure, which includes Fitch Ratings, one of the world’s top three credit ratings agencies, and Fitch Solutions, a leading provider of insights, data and analytics. With dual headquarters in London and New York, Fitch Group is owned by Hearst.

Fitch's Technology & Data Team is a dynamic department where innovation meets impact. Our team includes the Chief Data Office, Chief Software Office, Chief Technology Office, Emerging Technology, Shared Technology Services, Technology, Risk and the Executive Program Management Office (EPMO). Driven by our investment in cutting-edge technologies like AI and cloud solutions, we’re home to a diverse range of roles and backgrounds united by a shared passion for leveraging modern technology to drive projects that matter to our organization and clients. We are also proud to be recognized by Built In as a “Best Place to Work in Technology” 3 years in a row. Whether you're an experienced professional or just starting your career, we offer an exciting and supportive environment where you can grow, innovate, and make a difference.

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About the Team

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 the US and LATAM.
• Mentor and develop the team leaders and their direct reports.
• Service Desk management of Major Incidents globally.
• Partner with Office Manages and key stakeholders on IT support issues and continual improvements.
• Work closely with your counterpart in the UK 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 demonstratable 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. 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 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.

Expected base pay rates for the role will be between $125,000 and $135,000 per year. Actual salaries will be determined on an individualized basis and may vary based on factors including but not limited to education, training, experience, past performance, and other job-related factors. Base pay is one part of Fitch’s total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, long-term incentives, and other benefits sponsored by Fitch.

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