The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

• Own and drive the adoption and improvement of the ITIL processes through the Service Desk
• Responsible for measuring performance of the service desk and driving continual improvement processes.
• Lead the Service Desk Agent team. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development.
• Responsible for ensuring issues are effectively escalated to the Escalation teams as required in accordance with agreed Service Levels and ensuring communication with the end-user is maintained throughout the lifecycle of an IT ticket.
• Support and participate in the Change Management process.
• Provide regular performance reports on the IT Service Desk.
• Responsible for managing team rotas and ensuring that the Service Desk function operates throughout hours agreed with the business and is staffed accordingly.
• Work to make Service Desk the single source of truth and service delivery channel for IT.
• Oversee the daily performance of IT service requests, incidents, and problems.
• Act as escalation point for all IT service desk issues.
• Help manage vendors/suppliers and third-party partners.
• Manage process for communicating outage/emergency activities to the organization.
• Manage vendor relationships as it depends on daily operational needs, including vendor SLA performance, quality, and billing/costs
• Review survey feedback to improve services, tools, and support experience.
• Maintain and improve all Service desk processes and documentation including Service catalogue, SOP’s and work instructions.
• Review all work of the service Desk agents, and perform quality checks on service desk agent’s adherence to processes
• Take on the role of product owner of the Apex IT service desk tool, responsible for the administration and configuration of all services on the portal
• Provide support during all internal and external audits of IT.
• Other duties in support of the Service Desk, as assigned by the Global Service Desk Manager.

• ITIL 4 Foundation certified
• Good customer focus, and excellent timekeeping is a key requirement of the role;
• Good interpersonal skills, with a focus on listening and questioning skills.
• Good problem-solving abilities and ability to work under own initiative;
• Good written and communication skills in English.
• A recognized third level qualification in a computer related discipline is an advantage.
• 2-3 years’ experience in a computer related support or and IT operational environment.
• Hands on experience on ITSM platforms like ServiceNow, JIRA, Fresh Service, BMC Remedy etc.

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.