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Service Desk Leader - Remote

Posted 20 hours ago
DevOps / Sysadmin
Full Time
Spain

Overview

As a Service Desk Leader at dLocal, you will guide a global team to ensure reliable and secure tools for employees, driving process improvements and managing projects.

In Short

  • Lead and coach a multicultural team in service desk operations.
  • Utilize Jira for day-to-day operations and project management.
  • Drive continuous improvement to enhance issue resolution and customer satisfaction.
  • Encourage the use of AI tools for support efficiency.
  • Manage BAU tasks while delivering scoped projects on time.
  • Implement automation and self-service solutions.
  • Collaborate with various teams on onboarding and asset management.
  • Strong technology background in service desk management.
  • Proven leadership with a hands-on approach.
  • Clear communication skills across regions and time zones.

Requirements

  • Experience in service desk and incident management.
  • Hands-on leadership experience.
  • Proficiency in Jira governance.
  • Data-driven approach to continuous improvement.
  • Ability to balance reliability with project delivery.
  • ITIL/ITSM certifications are a plus.

Benefits

  • Flexible, remote-first work culture.
  • Travel, health, and learning benefits.
  • Work with a diverse team from various nationalities.
  • Impact millions of people's daily lives.
Dlocal logo

Dlocal

dLocal is a leading payments platform that empowers major global brands to collect payments across 40 emerging markets. By acting as both a payments processor and a merchant of record, dLocal facilitates seamless payment expansion for its clients, which include industry giants like Netflix, Amazon, Nike, Facebook, and Google. The company boasts a diverse team of over 900 professionals from more than 25 nationalities, fostering a flexible, remote-first culture that emphasizes collaboration, innovation, and customer-centric solutions. Joining dLocal means being part of a dynamic environment that is dedicated to tackling challenges and making a significant impact on millions of people's daily lives.

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