IT Team Lead | EMEA

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. 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.

• 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.

• 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 , 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.

• 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.

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.

• 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.

We do not display or require special formatting in emails. You can view the most up-to-date job listings on Deel’s 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 and a team member will be in touch to ensure your equal participation.

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