Service Desk Lead

Axi; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A global brokerage firm in Dubai is seeking an experienced Service Desk Lead to oversee IT support operations. This role involves managing a team, ensuring timely resolution of issues, and maintaining service levels. The ideal candidate will have over 5 years in IT support with leadership experience. Benefits include competitive compensation, training resources, and health insurance.

Benefits

Competitive compensation

Training and development resources

Health insurance benefits

18 annual leave days + 12 sick days

Local public holidays

Qualifications

• 5+ years of experience in IT support, with 2–3 years in a team leadership role.
• Proven management experience, including performance tracking and team mentoring.
• Strong hands-on experience with incident management tools.

Responsibilities

• Oversee IT support operations ensuring timely resolution of technical issues.
• Drive automation in the ticketing system.
• Manage vendor relationships for optimal performance.

Skills

IT support experience

Team leadership

Microsoft Windows

Incident management tools

Excellent communication

Tools

Jira

Microsoft Defender

Azure

Job description

About Us
Axiis 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,Axiseeksto 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

• Talent Acquisition Screen (45 mins)

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