Service Desk Team Leader

Fitch Ratings; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading financial information provider in London seeks a Service Desk Team Leader to manage and motivate a diverse team, focusing on customer service excellence and continuous improvement. The ideal candidate has prior management experience, strong communication skills, and an excellent customer service record. The role offers a hybrid work environment and a supportive culture of learning and mobility.

Benefits

Hybrid work environment

Culture of learning and mobility

Retirement planning and tuition reimbursement

Comprehensive healthcare offerings

Family-friendly policies

Paid volunteer days

Qualifications

• Previous experience of managing a team or large projects.
• Demonstratable examples of excellent customer service.
• Ability to cope with demanding situations.

Responsibilities

• Team management including setting objectives and performance reviews.
• Provide mentorship and motivation for the team.
• Drive continuous service improvement initiatives.

Skills

Customer service

Team management

Technical excellence

Communication skills

Education

ITIL V4 awareness / Foundation certification

Job description

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Fitch Group is currently seeking a Service Desk Team Leader 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. 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:

• 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 the 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.

You May be a Good Fit if:

• 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.

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 Choose Fitch:

• Hybrid Work Environment: 4 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 workplacewhere all voices are valued, withEmployee 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 evaluatequalified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.