TL;DR
Service Desk Lead (IT Support): Leading a team of service desk engineers to support 24/7 operations for internal staff and the Axi ecosystem, with an accent on meeting SLA targets and managing incident response. Focus on driving automation in the ticketing system and collaborating with security teams for SOC controls.
Location: Must have the appropriate rights and documentation for employment in Malaysia
Company
Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting.
What you will do
- Meet SLA and SLO targets across Helpdesk case submissions and critical systems.
- Execute shift handovers to provide clear visibility of ongoing issues.
- Drive automation and enhancements in the ticketing system to streamline workflows and boost efficiency.
- 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.
- Contribute to process, procedure & support documentation.
Requirements
- 4–5 years of experience leading or managing a Service Desk / Helpdesk team.
- Strong knowledge of Windows environments and general IT support infrastructure.
- Experience managing ticketing systems and meeting SLA/SLO targets.
- Solid experience in incident management, troubleshooting, and escalation handling.
- Familiar with monitoring/observability tools and responding to system alerts.
- Experience working with vendors, security teams, and driving service improvements in IT operations.
Culture & Benefits
- Competitive and attractive compensation.
- Extensive learning opportunities, such as professional training and certifications and soft skills development.
- 21 annual leave days per year.
- Health Insurance
Hiring process
- Talent Acquisition Interview (45 minutes)
- Interview with the Hiring Manager (1 hour)
- Final interview with Chief Operating Officer (1 hour)