Lead Technical Helpdesk

AXIS DIRECT

Posted: 3 months ago
Openings: 10
Applicants: 0

Job Description

Position Overview:

As the Lead of Technical Helpdesk, you will be the backbone of our service delivery, ensuring that our trading platforms, internal systems, and technical infrastructure remain seamless and resilient. In the high-stakes world of stockbroking, every second of downtime has a financial impact. You will lead a team of support specialists to provide white-glove technical assistance, maintain rigorous compliance with SLAs, and act as the bridge between end-users and the core engineering teams.

Role & responsibilities:

Service Delivery & SLA Management:

Oversee the end-to-end incident management lifecycle, ensuring all tickets are resolved within agreed-upon Service Level Agreements (SLAs).

Monitor real-time system performance and trading connectivity issues, escalating critical "Priority 1" incidents immediately.

Analyze helpdesk metrics (MTTR, First Response Time, CSAT) to identify trends and implement service improvements.

Team Leadership & Mentorship:

Manage and coach a team of technical support engineers, fostering a culture of accountability and continuous learning.

Design and manage shift rosters to ensure 24/7 or market-hour coverage as required.

Conduct regular performance reviews and technical training sessions.

Technical Excellence & Compliance:

Maintain an exhaustive Knowledge Base (KB) for common trading application errors, hardware setups, and onboarding/offboarding workflows.

Collaborate with internal tech teams to ensure platform stability.

Stakeholder Management:

Act as the primary point of contact for end-users regarding technical grievances.

Preferred candidate profile:

1) Experience: 6 plus years of experience in IT Support/Helpdesk, including at least 2 years in a Lead or Supervisory role within the Financial Services or Broking sector.

2) Technical Proficiency: Deep understanding of trading terminals such as ODIN, TCS BAANCS, or other auxiliary trading applications.

3) Certifications: ITIL Foundation (v3 or v4) certification is highly preferred.

4) Soft Skills: Exceptional ability to perform under pressure, strong verbal communication skills, and a solution-oriented mindset.