IT Engineering and Support Lead

Dotdigital is a global leader in customer experience and data platforms, dedicated to helping marketing teams deliver personalized customer journeys. The company thrives on innovation, teamwork, and a client-focused approach, creating an environment where employees can share knowledge and explore new ideas. As part of this dynamic team, you will contribute to a culture that values continuous improvement and creative problem-solving.

In your role as IT Engineering and Support Lead, you will be responsible for enhancing the efficiency of the IT support team. Your primary focus will be on automating repetitive tasks to allow team members to engage in more complex and interesting work. You will lead a team of experienced helpdesk engineers, providing day-to-day coaching and support while also managing shift coverage and team schedules. Your leadership will be crucial in fostering a culture of growth and improvement within the team.

Key responsibilities include identifying the main contributors to helpdesk workload and implementing solutions to reduce ticket volume. This may involve developing self-service portals, improving onboarding processes, and enhancing automation through scripting in languages such as PowerShell, Python, or Bash. You will also be expected to manage discrete engineering projects and ensure that the team is equipped with the right tools to succeed.

This role is ideal for someone with a strong background in IT support and a passion for automation and team leadership. You should be comfortable working with APIs and have a proven track record of improving processes. If you enjoy solving complex problems and leading a team towards success, this position at Dotdigital could be a great fit for you.