Team Lead, Service Desk | LATAM

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:
We are looking for a highly motivated IT Service Desk Team Leader to manage and develop a talented team of IT Service Desk specialists delivering exceptional technology support to our internal employees. This role balances technical expertise with people leadership, ensuring operational excellence, seamless employee experiences, and continuous improvement across IT services.

As the Team Leader, you will coach, mentor, and guide your team while also contributing technically to complex issues, system integrations, and service optimizations. You will collaborate closely with other internal IT and Security teams to maintain secure, efficient, and reliable IT services across the organization. You will also help drive automation and workflow improvements using tools like Zapier, Okta Workflows, and Slack Workflows to increase efficiency and enhance the employee experience.

Key Responsibilities:

People Leadership & Team Management

• Lead, coach, and mentor a team of IT Support Engineers delivering high-quality IT support to internal employees.

• Support workforce planning, onboarding, skills development, and performance management within the team.

• Foster a collaborative, employee-first culture that prioritizes responsiveness, professionalism, and continuous improvement.

• Act as the escalation point for challenging technical issues and complex employee requests.

Technical Leadership & Service Excellence

• Provide hands-on support for Tier 2/3 technical incidents across both macOS and Windows environments, including identity management, system access, and endpoint troubleshooting.

• Drive process improvements across ticketing systems, dashboards, reporting, and workflow automation.

• Design, implement, and maintain automation workflows using Zapier, Okta Workflows, and Slack Workflows to streamline internal IT processes.

• Manage and monitor service metrics, dashboards, and KPIs to ensure high-quality service delivery.

• Collaborate with internal IT and Security teams to resolve cross-functional issues, implement security controls, and ensure smooth service operations.

• Maintain and improve documentation, knowledge bases, and ITSM processes for internal users.

• Support IT projects, such as system upgrades, integrations (e.g., Okta, Jira, Slack), and API-based automations.

Technical Skills & Expertise:

• Hands-on experience with Identity & Access Management (Okta, Entra ID, JumpCloud) and SSO solutions.

• Strong troubleshooting skills across macOS and Windows desktop/laptop environments.

• Experience creating and managing automation workflows using Zapier, Okta Workflows, and Slack Workflows.

• Familiarity with ticketing systems (e.g., Jira Service Management) and internal communication tools (e.g., Slack).

• Understanding of APIs, integrations, and automation concepts to support internal systems.

• Experience with dashboard reporting, metrics tracking, and operational analysis.

• Awareness of IT security principles and best practices in handling sensitive employee data.

Qualifications & Experience:

• 8–10+ years of experience in IT support, systems administration, or IT services roles.

• 3–5+ years of experience leading or managing technical teams.

• Proven experience in internal IT support for enterprise employees is highly preferred.

• Strong technical troubleshooting skills across both macOS and Windows platforms.

• Experience with workflow automation tools such as Zapier, Okta Workflows, and Slack Workflows.

• Excellent communication, coaching, and stakeholder management skills.

• IT certifications (ITIL, CompTIA, Microsoft, Apple, Okta) are a plus.

Key Attributes:

• Balanced leadership style: capable of managing people while contributing technically.

• Proactive, solution-focused mindset with a passion for process improvement and automation.

• Strong analytical skills, operational thinking, and attention to detail.

• Collaborative and approachable, able to build trust across teams, including IT and Security.

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 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].

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