IT Service Desk Team Lead

IT Service Desk Lead

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

Key Responsibilities

1. Operational & Service Delivery Leadership

• Lead, coach, and supervise a team of Service Desk Analysts across shifts and locations.
• Act as the first point of escalation for major incidents, complex technical issues, VIP requests, and service-impacting problems.
• Manage daily queue health, workload allocation, prioritisation, and backlog control.
• Ensure incidents and service requests are logged, categorised, prioritised, updated, and resolved in line with ITIL best practices and SLA commitments.
• Support major incidents, outages, and hypercare activities with clear ownership and coordination.

2. Service Performance & Continuous Improvement

• Monitor and drive performance against key KPIs including Response SLA, Resolution SLA, MTTR, CSAT, ticket ageing, and backlog trends.
• Proactively identify repeat incidents, recurring issues, and operational bottlenecks.
• Contribute to Continuous Service Improvement (CSIP) initiatives by turning operational insights into actionable improvements.
• Support weekly and monthly service reporting using ServiceNow dashboards and data extracts.

3. People Leadership & Development

• Provide day‑to‑day mentoring, coaching, and technical guidance to Service Desk Analysts.
• Support onboarding of new joiners, including process walkthroughs, tool training, call shadowing, and quality reviews.
• Conduct regular 1‑to‑1s, shift handovers, performance check‑ins, and informal feedback sessions.
• Identify skill gaps and support development plans in collaboration with Service Desk Management.

4. Process, Quality & Knowledge Management

• Ensure strong adherence to Service Desk SOPs, runbooks, and Knowledge Articles.
• Drive high standards for ticket quality, user communication, and closure notes.
• Support the creation and improvement of knowledge articles and self‑service content to enable shift‑left and deflection.
• Encourage standardisation, automation, and reduction of manual effort wherever possible.

5. Technical Capability & Automation Mindset

As the Service Desk matures into a deeper technical function, the Team Lead is expected to demonstrate hands‑on technical understanding and automation awareness.

Core Technical Skills

• Strong experience supporting Windows OS, Microsoft 365, Active Directory, Exchange, file services, and end‑user computing environments.
• Confident troubleshooting of user, device, application, and access-related issues.

Scripting & Automation (Highly Desirable)

• Working knowledge of Shell scripting (Bash / PowerShell) for:
  • Operational troubleshooting
  • Repetitive task automation
  • Health checks and investigation support
• Exposure to VBScript / VBA for:
  • Legacy automation support
  • Data manipulation and operational fixes
• Working knowledge of JavaScript, particularly for:
  • ServiceNow Client Scripts, Business Rules, UI Policies, and workflows
  • Understanding and troubleshooting existing automation logic

Developer‑level coding is not required, but the ability to understand, guide, troubleshoot, and improve scripts and automation is essential.

6. Tooling, Platforms & Integrations

• Act as a ServiceNow power user, supporting incidents, requests, catalog items, knowledge, and reporting.
• Support adoption and optimisation of Virtual Agent, chat support, workflow automation, and integrations.
• Maintain data quality and consistency within the ITSM platform.
• Work closely with engineering, application, and platform teams on automation, access management, and service enhancements.

Skills & Experience Required

Essential

• 6-8 years experience in an IT Service Desk / IT Operations environment.
• Previous experience as a Senior Service Desk Analyst, Acting Lead, or Team Lead.
• Strong understanding of ITIL frameworks and service management principles.
• Hands‑on experience with ServiceNow or an equivalent ITSM platform.
• Proven ability to lead under pressure and manage competing priorities.

Desirable

• ITIL Foundation certification (or higher).
• ServiceNow certifications or practical platform experience.
• Experience in global or follow‑the‑sun operating models.
• Exposure to automation, scripting, or self‑service initiatives.

Behavioural Competencies

• Calm, structured, and decisive during high‑pressure situations
• Strong communicator with a customer‑first mindset
• Analytical thinker with a passion for continuous improvement
• Collaborative leader who can bridge operations and engineering teams

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.

Experience Level

Senior Level