IT Engineering and Support Lead
Job Description
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. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.
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. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.
About the role
Dotdigital has a smart, capable IT team - and we want to keep it that way. This role is about making that team more powerful: automating the repetitive so that the humans on the team are freed up for the complex, interesting work. We believe in excellent human support for the hard problems (and you’ll be a part of providing that support), but we don't think humans should be spending their days on password resets.
You'll be a senior technical voice in the team - managing experienced helpdesk engineers and a small back office team, reporting into the Head of IT. Your job is to raise the floor of what the whole team can do, through better tooling, automation of repetitive tasks, and a culture of continuous improvement.
What you'll own
Ticket volume reduction — identify the top contributors to helpdesk load and systematically close them: self-service portals, better onboarding automation, Intune policy hardening, runbook coverage. We expect a measurable decline in per-capita ticket rate within 12 months and you’ll help decide how we get there.
Automation and scripting — own the pipeline from "this keeps coming up" to "this no longer needs a human touch." The goal isn't fewer people; it's people working on harder things. PowerShell, Python, Bash, or whatever gets it done. Familiarity with APIs (Entra, Graph, ZenDesk) is essential.
Team leadership — day-to-day coaching of our support team, being the escalation point, shift coverage, rota management. The team needs an experienced manager.
Project delivery — take on discrete engineering projects (MDM rollouts, major tooling migrations) and help see them through
What good looks like
You've reduced a team's ticket volume before, and you can describe exactly how.
You're comfortable writing scripts that talk to APIs — Entra/Graph, ZenDesk, Intune, or similar — not just running them.
You've led a team before, and know when to mentor vs when to just fix the thing.
You can scope a project, communicate a timeline, and deliver it without hand-holding.
You've worked in a global, remote-first environment and know how to support colleagues across time zones without burning yourself out.
What you’ll work with
Identity: Entra ID, Active Directory
MDM: Intune
Collaboration: M365, Zoom, Dropbox
Ticketing: ZenDesk
Scripting: PowerShell
Hardware stack: mostly Dell today, but moving towards Mac
Cloud: Azure
Backoffice: Cisco, Meraki
What else?
Working hours are 9–5:30 or 10–6:30 depending on daylight saving. Occasional out-of-hours work may be required.
The team is in a period of growth and change — there's real scope to influence how things are done. Ambiguity is part of the job.
Cape Town office attendance 3 days/week is required.
Why Us
Don’t just take our word for it - hear what your future colleagues have to say about working in our team:
As an Infrastructure Engineer, I am impressed by Dotdigital's focus on innovation, positive work culture, and employee development, making it an environment where I can continuously learn, contribute meaningfully, and advance my career ~ Kayode – Infrastructure Engineer
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
Commission & bonus opportunities
Annual leave that increases with service + option to buy more
Additional paid wellbeing days + annual wellbeing reward
Christmas office shutdown (extra time off)
Enhanced parental leave & family support policies
Employee recognition & reward schemes
Referral bonuses & long-service rewards
Authenticity in Our Hiring Process
At Dotdigital, we believe in genuine conversations and authentic expertise. While AI can be a valuable and legitimate tool in many contexts, we ask candidates not to use AI-generated content or live AI assistance at any stage of our recruitment process, including applications, assessments, and interviews.
We appreciate your cooperation in helping us keep our hiring process fair, transparent, and focused on real human insight.
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. If you have any additional requirements or adjustments to assist an application then please don't hesitate to contact us and advise us how we can best support you.
Legal statement
No agencies/recruiters please. We are only accepting applications directly from the applicants. If you are a recruiter, please refrain from reaching out to our staff about this position. Anything contrary will be treated as unsolicited approach under the applicable data protection law.