Service Desk Leader

Why should you join dLocal?

dLocal enables the biggest companies in the world to collect payments in 40 countries in emerging markets. Global brands rely on us to increase conversion rates and simplify payment expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to make inroads into the world’s fastest-growing, emerging markets. 

By joining us you will be a part of an amazing global team that makes it all happen, in a flexible, remote-first dynamic culture with travel, health and learning benefits, among others. Being a part of dLocal means working with 1000+ teammates from 30+ different nationalities and developing an international career that impacts millions of people’s daily lives. We are builders, we never run from a challenge, we are customer-centric, and if this sounds like you, we know you will thrive in our team.

What’s the opportunity?

As our Service Desk leader, you will guide a global, multicultural team that ensures our worldwide employees have reliable, secure and high-performing tools to do their best work. You will combine people leadership with hands-on problem solving, drive continuous process improvement and balance day-to-day BAU operations with cross-functional project management initiatives.

• Leading and coaching a global team, staying hands-on when needed, from routine ticket triage and queue clearing to escalations.
• Responsible for Jira governance, using Jira to run the team’s day-to-day operations and projects.
• Driving continuous improvement using data and retrospectives to reduce time to resolve issues and increase first-contact resolution and customer satisfaction.
• Encouraging the team’s use of AI tools to speed up and improve the support.
• Managing BAU tasks while delivering scoped projects on time with clear stakeholders and change plans.
• Implementing automation and self-service to reduce manual work and repetitive tasks.
• Collaborating with Security, Infrastructure, People and vendors on onboarding/offboarding processes, access governance, asset management and timely escalations.

• Strong technology background in service desk and incident management.
• Proven leadership with a practical, hands-on mindset; comfortable stepping in when required while enabling the team.
• Jira governance experience: define workflows, forms, queues and dashboards.
• Data‑driven continuous improvement leveraging dashboards, trends and feedbacks.
• Clear communication in English with stakeholders across regions and time zones.
• Ability to balance BAU reliability with project delivery in a fast‑paced, dynamic environment.
• ITIL/ITSM certifications are a plus.

What do we offer?

Besides the tailored benefits we have for each country, dLocal will help you thrive and go that extra mile by offering you:

- Remote work: work from anywhere or one of our offices around the globe!*

- Flexibility: we have flexible schedules and we are driven by performance.

- Fintech industry: work in a dynamic and ever-evolving environment, with plenty to build and boost your creativity.

- Referral bonus program: our internal talents are the best recruiters - refer someone ideal for a role and get rewarded.

- Learning & development: get access to a Premium Coursera subscription.

- Language classes: we provide free English, Spanish, or Portuguese classes.

- Social budget: you'll get a monthly budget to chill out with your team (in person or remotely) and deepen your connections!

- dLocal Houses: want to rent a house to spend one week anywhere in the world coworking with your team? We’ve got your back!

*For people based in Montevideo (Uruguay) applying to non-IT roles, 55% monthly attendance to the office is required

What happens after you apply?

Our Talent Acquisition team is invested in creating the best candidate experience possible, so don’t worry, you will definitely hear from us. We will review your CV and keep you posted by email at every step of the process!

Also, you can check out our webpage, Linkedin, Instagram, and Youtube for more about dLocal!