Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients.
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We are seeking a highly motivated and experienced Service Desk Lead to oversee our IT support operations in Dubai. In this role, you will lead a small team of Service Desk Engineers supporting our global 24/7 operations. You will be responsible for ensuring timely resolution of technical issues, managing incident response processes, and maintaining service levels across all internal support functions. This is a people-centric leadership role with a strong emphasis on team performance, stakeholder communication, and operational excellence. You will also be expected to establish and manage Level 1 (L1) support services for internal staff, security SOCs, and the broader Axi ecosystem.
Key Responsibilities
- Meet SLA and SLO targets across all Helpdesk case submissions and critical systems, ensuring compliance with service-level commitments.
- Execute shift handovers to provide clear visibility of ongoing issues and enable smooth continuity between shifts.
- Drive automation and enhancements in the ticketing system to streamline workflows and boost efficiency, including SLA escalation automation.
- Collaborate with the Security team to implement effective SOC controls and reinforce incident detection and response capabilities.
- Manage vendor relationships for office networks, telephony systems, and any third-party tools or services to ensure optimal support and performance.
- Serve as the first line of support for incident response, diagnosis, and escalation.
- Monitor and respond to notifications or alerts from observability systems.
- Contribute to process, procedure, and support documentation, ensuring alignment with any change or new development.
- Contribute to service improvement initiatives for operational excellence and process improvement.
About You
- 5+ years of experience in IT support, with 2-3 years in a team leadership role.
- Proven people management experience, including performance tracking and team mentoring.
- Strong hands-on experience with Microsoft Windows, Microsoft Defender, Azure, and incident management tools such as Jira or the Atlassian suite.
- Solid understanding of ticketing systems, SLAs, escalation flows, and IT operations best practices.
- Excellent communication and problem-solving skills.
- Comfortable working in fast-paced, global support environments.
Axi’s Bag of Delights
- Competitive compensation.
- Training, development resources, and certification opportunities.
- 18 annual leave days + 12 sick days.
- Local public holidays.
- Health insurance benefits.
Interview Process
- Talent Acquisition Screen (45 mins)
- Hiring Manager Interview (60 mins)
Location: Dubai, Dubai, United Arab Emirates
Work Conditions: Contract
