Corporate ICT Support Team Lead

About Us

The Company: Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers.

The Product: Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys.

About the Role

We are on the lookout for a passionate IT Support Lead with natural leadership qualities to join our vibrant multi-national IT team and help us elevate our technical support services to new heights. You will be the driving force behind our IT support team, inspiring the team while ensuring seamless technical support and first-class customer service.

Responsibilities

• Innovate and Optimize: Improve existing IT support strategies including shift pattern and on-call rota to enhance service delivery and efficiency to meet SLAs.
• Customer Champion: Ensure timely delivery of IT services by monitoring the ticketing system, and user training to promote a high level of customer satisfaction and trust.
• Guide and mentor the IT support team, fostering a positive can-do culture and being a point of reference for the team.
• Collaborative Spirit: Work closely with other teams to make processes scalable, repeatable and robust, fostering a collaborative and supportive team environment which encourages open communication and innovation.
• Reporting and Analysis: Keeping the IT Manager informed with regular reports on service delivery performance.
• Asset management and procurement: Overseeing equipment requirements and lifecycle from ordering to tracking and disposal.

Working hours are 9am to 5:30pm or 10am to 6:30pm depending on global daylight savings. Upon completing the onboarding process, you will be expected to be part of a rotational on-call pattern as an escalation point for the US, EMEA, and APAC regions.

This is a hybrid role, with attendance in the Cape Town office required on Tuesdays, Wednesdays and Thursdays.

About You

You are a natural leader with a positive, can-do attitude who can cope with the constantly changing environment that we experience as an innovative and growing business.

Your experience:

• Leading teams, bringing people together and mentoring junior team members
• In-depth knowledge of enterprise computing including Microsoft Windows 11 laptops, MacBooks running macOS BigSur or newer, iOS/Android.
• Working knowledge of the M365 suite including EntraID and InTune, Unified Communications like Zoom or MS Teams, Active Directory.
• Managing a global helpdesk using tools like ZenDesk, SNOW, Jira or similar
• Familiar with delivering remote-first global support
• Asset management and procurement
• Managing or hosting user training and drop-in sessions
• Working in an ISO27001 environment

You must have an appreciation for our team values:

• We respond with a positive, can-do attitude
• We take ownership
• We collaborate, communicate and enable each other
• We are innovators
• We make things scalable, repeatable and robust
• We digitalise and eliminate manual processes
• We care about data quality (a lot!)
• We always operate with integrity
• We celebrate quick wins and our success
• We have fun!

Interview Process

• 15min Screening Call with Team Talent
• 1 hour call with hiring manager and Infrastructure Engineer
• 1 hour call with hiring manager and senior management

Some of Our Global Benefits

• Parental leave
• Medical benefits
• Paid sick leave
• Dotdigital day
• Share reward
• Wellbeing reward
• Wellbeing Days
• Loyalty reward

DEI commitment

As an equal opportunities employer we are committed to equality in all its practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

Legal statement

No agencies/recruiters please. We are only accepting applications directly from the applicants.