Assistant Vice President Service Desk Manager

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. 

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity. 

Skills and Competencies

• 10+ years of progressive IT Service Desk or End User Support experience, including 5+ years in a leadership role.
• Strong knowledge and experience with ITIL (v3 or 4 Foundation certification preferred).
• Proven success managing third-party vendors in a global support environment.
• Excellent analytical, problem-solving, communication, and stakeholder management skills.
• Experience with ServiceNow, performance dashboards, and reporting tools.
• Knowledge of financial services industry practices is a plus.

Education

• Bachelor’s degree in Computer Science, Information Systems, or related field; advanced degree preferred.

Responsibilities

• • Vendor Management & Governance:
• Lead and manage the third-party vendor providing Tier 1 support to Moody’s globally.
• Conduct regular performance and governance reviews, enforce contractual SLAs/SLOs, and drive accountability.
• Serve as the primary point of contact for vendor-related escalations and service issues.

• • Service Operations & Quality:
• Ensure the Service Desk meets performance targets related to response time, resolution, customer satisfaction, and service availability.
• Monitor daily operations to identify trends, risks, and areas for improvement.
• Ensure timely and accurate communication of incidents, issues, and service changes to stakeholders.

• • Process & Continuous Improvement:
• Drive service improvements through proactive analysis, automation opportunities, and process optimization.
• Measure and enhance adherence to ITIL-based Incident, Request, Knowledge, and Escalation Management processes.
• Foster a culture of service excellence and customer-first mindset within the vendor and internal teams.

• • Collaboration & Stakeholder Management:
• Collaborate with internal IT teams (e.g., Infrastructure, End User Services, Major Incident Management, Service Management Office) to ensure seamless service delivery.
• Represent the Service Desk in operational and transformation programs.
• Partner with global/regional business units to ensure localized needs are addressed and aligned with enterprise standards.

• • Leadership & Strategy:
• Provide leadership and guidance to the local service delivery team and influence vendor resources.
• Support strategic planning, budgeting, and workforce capacity aligned with Moody’s IT goals.
• Participate in planning for future-state Service Desk evolution including automation, AI/ML integration, and omnichannel capabilities.

About the team

The AVP – Service Desk Manager will lead and manage the delivery of IT Service Desk operations provided by a third-party vendor supporting Moody’s users globally, with primary accountability for performance, quality, user satisfaction, and continuous improvement of services. The role is based in Costa Rica and requires strategic oversight, daily operational governance, and a strong partnership with internal stakeholders and external vendors.

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Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.