Job at a glance
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 working alongside 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 Team leadership - day-to-day coaching of our support team, being the escalation point, shift coverage, rota management.
The team needs an experienced manager. 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. 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. Am