Deel - IT Team Lead
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT
Requirements
• 10+ years of experience in IT support, systems administration, or IT services roles. • 4+ years of experience leading or managing technical teams. • Proven experience delivering IT services to third-party customers (e.g., MSP, MSSP, SaaS, or enterprise services environment). • Strong background in Tier 3 support and technical escalation handling. • OS-agnostic support expertise across macOS and Windows environments. • Strong experience with Identity & Access Management (IAM) and SSO platforms such as Okta, Entra ID, or JumpCloud. • Hands-on experience with UEM solutions for device management and remote troubleshooting. • Familiarity with ticketing systems, user lifecycle management, and service delivery tooling. • Understanding of information security principles and secure handling of sensitive data. • Leadership & Personal Attributes • Proven ability to balance people management with hands-on technical contribution. • Strong customer-facing communication and stakeholder management skills. • Excellent documentation, process design, and operational thinking. • Proactive, solutions-focused mindset with a passion for continuous improvement. • Industry certifications (e.g ITIL, CompTIA, Microsoft, Apple) are a plus.
Responsibilities
• People Leadership & Service Delivery • Lead, coach, and manage a team of IT Support Engineers delivering support to external customers. • Ensure consistent, high-quality resolution of customer incidents, requests, and service issues in line with SLAs. • Foster a customer-first, service-oriented culture focused on reliability, responsiveness, and professionalism. • Work closely with customer stakeholders to understand requirements, priorities, and service expectations. • Collaborate with internal teams such as Product, Engineering, and Account Management to resolve complex issues. • Provide technical leadership during customer calls, incident bridges, and live troubleshooting sessions. • Support workforce planning, onboarding, and skills development within the team. • Technical Leadership & Escalation • Act as an escalation point for complex Tier 3/4 technical issues, including break-fix, system outages, and security incidents. • Perform root cause analysis for recurring incidents and implement preventative solutions. • Lead or contribute to technical problem management and post-incident reviews. • Own and improve IT service management (ITSM) processes, documentation, and workflows. • Drive efficiencies across ticketing systems, tooling, and operational practices. • Execute IT services projects as assigned, including customer migrations, tooling changes, or service enhancements.
Benefits
• Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all. • Some things you’ll enjoy • Stock grant opportunities dependent on your role, employment status and location • Additional perks and benefits based on your employment status and country • The flexibility of remote work, including optional WeWork access • At Deel, we’re an equal-opportunity employer that values diversity and positively encourage applications from suitably qualified and eligible candidates regardless of race, religion, sex, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, pregnancy or maternity or other applicable legally protected characteristics. • Unless otherwise agreed, we will communicate with job applicants using Deel-specific emails, which include @deel.com and other acquired company emails like @payspace.com and @paygroup.com. You can view the most up-to-date job listings at Deel by visiting our careers page. • Deel is an equal-opportunity employer and is committed to cultivating a diverse and inclusive workplace that reflects different abilities, backgrounds, beliefs, experiences, identities and perspectives. • Deel will provide accommodations on request throughout the recruitment, selection and assessment process for applicants with disabilities. If you require accommodations, please inform our Talent Acquisition Team via this link and a team member will be in touch to ensure your equal participation. If you have difficulty accessing the form, please email at [email protected]. • As part of our hiring process, we primarily rely on interviews and role-related assessments. In limited cases, we may also consider informal background information relevant to the role, in line with our privacy and fairness obligations.
No credit card. Takes 10 seconds.