IT Team Lead | EMEA (or 5 am GMT-3)

Who we are is what we do. Deel is the all-in-one payroll and HR platform for global teams. Our vision is to unlock global opportunity for every person, team, and business. Built for the way the world works today, Deel combines HRIS, payroll, compliance, benefits, performance, and equipment management into one seamless platform. With AI-powered tools and a fully owned payroll infrastructure, Deel supports every worker type in 150+ countries—helping businesses scale smarter, faster, and more compliantly. Among the largest globally distributed companies in the world, our team of 7,000 spans more than 100 countries, speaks 74 languages, and brings a connected and dynamic culture that drives continuous learning and innovation for our customers. Why should you be part of our success story? As the fastest-growing Software as a Service (SaaS) company in history, Deel is transforming how global talent connects with world-class companies – breaking down borders that have traditionally limited both hiring and career opportunities. We're not just building software; we're creating the infrastructure for the future of work, enabling a more diverse and inclusive global economy. In 2024 alone, we paid $11.2 billion to workers in nearly 100 currencies and provided healthcare and benefits to workers in 109 countries—ensuring people get paid and protected, no matter where they are. Our momentum is reflected in our achievements and customer satisfaction: CNBC Disruptor 50,  Forbes Cloud 100, Deloitte Fast 500, and repeated recognition on Y Combinator’s top companies list – all while maintaining a 4.83 average rating from 15,000 reviews across G2, Trustpilot, Captera, Apple and Google. Your experience at Deel will be a career accelerator. At the forefront of the global work revolution, you'll tackle complex challenges that impact millions of people's working lives. With our momentum—backed by a $17.3 billion valuation and $1 B in Annual Recurring Revenue (ARR) in just over five years—you'll drive meaningful impact while building expertise that makes you a sought-after leader in the transformation of global work. Summary The IT Team Lead plays a critical role in delivering high-quality IT services to third-party customers while leading and developing a team of IT support engineers. This role is split between hands-on technical leadership and people management, ensuring operational excellence, strong customer outcomes, and continuous improvement across service delivery. You will act as the escalation point between frontline support and senior technical engineers, while also owning team performance, customer satisfaction, and service processes in a managed services or IT services environment. 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. 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. Technical Skills - 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. Total Rewards 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 http://deel.com and other acquired company emails like @payspace.com http://payspace.com and @paygroup.com http://paygroup.com. You can view the most up-to-date job listings at Deel by visiting our careers page https://www.deel.com/careers. 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 https://jobs.ashbyhq.com/Deel/form/accommodation-requests and a team member will be in touch to ensure your equal participation. If you have difficulty accessing the form, please email at recruiting@deel.com. 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. This application process does utilise Automated Employment Decision Tools (AEDT) and AI systems to assist in evaluating candidates based on experience level, technical skills and qualifications. As a fully remote company, we also utilise AI-powered deepfake and fraud detection technologies to verify the authenticity of candidate identities and interactions during assessments and interviews. This processing is conducted in compliance with applicable Data Protection, AI Governance and Labour Laws. We ensure human oversight is maintained in all final hiring decisions. Your personal data is not used to train AI models. For more information on how we process your personal data, please see our Privacy Policy https://www.deel.com/legal/privacy-policy/. - For NYC Residents: In accordance with NYC Local Law 144, an independent bias audit has been conducted on AEDT; results are available at Ashby https://www.ashbyhq.com/downloadables/ashby-bias-audit-08-2024.pdf, Covey https://getcovey.com/nyc-local-law-144.