Service Desk Lead

Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Malaysia.

Who We Are.

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.

Let's talk about the cool stuff you will do at Axi!

This role leads the service desk engineers in supporting our 24/7 operations. Establishes and manages 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.

Your EDGE Assignment/You Will

• 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.

Team Management

• Lead the Service Desk team, establishing clear KPIs and service standards aligned with agreed SLAs.

• Set measurable objectives, conduct regular performance reviews, and address underperformance where required.

• Foster a culture of accountability, collaboration, and continuous improvement across the team and stakeholders.

• Oversee day-to-day operations, proactively identifying and addressing performance gaps and operational risks.

Are you the one?

• 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.

Axi's bag of delights

• 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

Axi's interview journey

• Talent Acquisition Interview (45 minutes)

• Interview with the Hiring Manager (1 hour)

• Final interview with Chief Operating Officer (1 hour)

We want to inform all prospective candidates that Axi's designated Employer of Records (EOR) in Malaysia is TDCX. As part of our commitment to legal compliance, all Axi Malaysia employees will be officially working under TDCX Malaysia.

Please note that our organization works with recruitment agencies on a pre-approved basis only. A recruitment agency that wishes to submit candidate profiles or resumes for consideration must obtain prior written consent from our talent acquisition team. We do not accept unsolicited resumes from recruitment agencies, and we will not be responsible for any fees related to unsolicited resumes. Should we receive an unsolicited resume from a recruitment agency that does not have prior written consent, we will not be responsible for the payment any fees related to the recruitment of the candidate represented in the unsolicited resume.

At Axi, we prioritise creating a workplace that upholds fairness and respect for all. We encourage every individual within our community to contribute towards a culture where everyone feels a sense of belonging and is treated with the dignity they deserve. We make all employment-related decisions—whether in hiring, compensation, training, performance reviews, or termination—based on merit and without bias, ensuring equal opportunities for everyone. We consciously work to identify and overcome any unconscious biases, with a commitment to fostering an inclusive environment where every employee and candidate feels genuinely welcomed and valued.