Service Desk Manager (Shift Manager)

LRI Invest
Full time Full day



Service Desk Manager (Shift Manager)

Corporate Title:

Location: Mumbai, India

About Apex

The Apex Group is a global financial services provider with 13,000 staff across 40+ offices globally. We look to recruit bright, articulate, and numerate employees who are not afraid of a challenge and are prepared to work hard and love what they do.

Every employee plays a part in making Apex who we are today and the more that we grow, the more important that becomes. Whatever your career path or specialism Apex provides a global platform to allow you to thrive.

The Role:

The Service Desk Manager is responsible for managing the first and second-line technical support for all departmental IT applications and services across sites, including end user computing

To manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. The Service Desk manager will be accountable for the effective and efficient operation of the Apex’s Service Desk function, including people, process. The role will report to the Global Service Desk Manager

Key Duties and Responsibilities

  • 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.

Additional information:

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependents, physical or mental disability. Any hiring decision are made based on skills, qualifications and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society, and the planet.

For more information on our commitment to Corporate Social Responsibility (CSR) please visit

If you are looking to take that next step in your career and are ready to work for a high performing organization, alongside talented people who take pride in delivering great results.

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