18 май, 2024

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 on the basis of 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 our CSR policy page.

The Role:

The Regional (European) Service Desk Manager is responsible for managing the first line technical support for all departmental IT applications and services across multiple sites, ensuring that customer expectations are met or exceeded. They are responsible for ensuring the staff are achieving performance benchmarks and key performance indicators, and that standards and processes are followed to provide excellent customer service. 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:

  • Oversee the daily performance of IT service requests, incidents, and problems;
  • Act as escalation point for all IT service desk issues;
  • Management of all vendors/suppliers and third parties;
  • 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;
  • Own and drive the adoption and improvement of the ITIL processes in 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 and support career development;
  • Responsible for ensuring issues are effectively escalated as required in accordance with agreed Service; Levels and ensuring communication with the end-user is maintained throughout the lifecycle of an IT ticket;
  • 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;
  • 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;
  • 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.

Experience and skills:

  • 5-6 years’ experience in a computer related support or and IT operational environment;
  • ITIL v4 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 the ability to work on own initiative;
  • Excellent written and communication skills in English;
  • Third level qualification in a computer related discipline is an advantage.

What you will get in return:

  • A genuinely unique opportunity to be part of an expanding large global business;
  • Exposure to all aspects of the business, cross-jurisdiction and to working with senior management directly;
  • Work for a fast developing and one of the world leading independent fund administrators;
  • Opportunities for professional development;
  • Competitive remuneration package including various benefits;
  • Positive and hospitable work environment;
  • Office location on communicative place at Sofia city center in modern office building.

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, please submit your application (with your CV, cover letter and salary’s expectations) to

Apply at: [email protected]