It Services Team Lead, Deel It | Emea

5 giorni fa

Lazio, Italia Deel A tempo pieno

Who We Are Is What We Do.Deel is the all-in-one payroll and HR platform for global teams, combining HRIS, payroll, compliance, benefits, performance and equipment management into one seamless platform.Built for today's world, it supports every worker type in more than 150 countries, helping businesses scale smarter, faster and more compliantly.Summary The IT Services 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.The role balances hands-on technical leadership with people management, ensuring operational excellence, strong customer outcomes and continuous improvement across service delivery.ResponsibilitiesLead, 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.Own and improve IT service management 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.Requirements10+ 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, Saa S or enterprise services environment).Strong background in Tier 3 support and technical escalation handling.Technical SkillsOS-agnostic support expertise across mac OS and Windows environments.Strong experience with Identity & Access Management (IAM) and SSO platforms such as Okta, Entra ID or Jump Cloud.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 AttributesProven 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, Comp TIA, Microsoft, Apple) are a plus.Total RewardsOur workforce receives fair and competitive pay and scalable benefits, rewards and perks that reflect our commitment to inclusivity and access for all.Some things you'll enjoyStock grant opportunities dependent on your role, employment status and location.Additional perks and benefits based on your employment status and country.Flexibility of remote work, including optional We Work access.

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