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IT Team Lead

Deel· R&DIT
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Remotefull-timePosted 8mo ago

About the role

Leads and develops a team of IT support engineers, delivering high-quality IT services to external customers while ensuring operational excellence, strong customer outcomes, and continuous service improvement.

Responsibilities

  • 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.
  • 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 problem management and post-incident reviews.
  • Own and improve ITSM processes, documentation, and workflows.
  • Drive efficiencies across ticketing systems, tooling, and operational practices.
  • Execute IT services projects such as customer migrations, tooling changes, or service enhancements.

Qualifications

  • 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 environments).
  • Strong background in Tier 3 support and escalation handling.

Skills

Required:OS support (macOS and Windows)IAM and SSO platformsUEM solutionsTicketing systems and service delivery toolingCustomer-facing communicationDocumentation and process designProactive and solutions-focused mindset
Nice to have:Information security principlesCertifications (ITIL, CompTIA, Microsoft, Apple)

Benefits

  • 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.
Last updated Mar 8, 2026. Interested? Apply on the company site.
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About Deel

The all-in-one HR and payroll platform for global teams

Deel is the all-in-one payroll and HR platform for global teams. 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 120+ countries—helping businesses scale smarter, faster, and more compliantly. Discover how Deel makes global work simple at deel.com.

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