Service Desk Lead

About Us 
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. 
 
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 include overseeing team performance, enforcing service level agreements (SLAs), and managing incident response processes to ensure efficient and reliable support across the board.  

What You’ll Do 

• 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. 

• First line of support for incident response, diagnosis, and escalation. 

• Comfortable with monitoring and observability systems, ensuring any notifications or alerts are responded to. 

• Contributor to process, procedure & support documentation, ensuring alignment to any change or new development. 

• Contributor 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 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 

1. Talent Acquisition Screen (45 mins) 

1. Hiring Manager Interview (60 mins)