Overview
Corporate ICT Support Team Lead Business Operations Hybrid Remote Jobs in Cape Town, South Africa at dotdigital
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 ofinnovation,teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital,collaborationand curiosity pave the way for meaningful connections andlearning opportunitieswithdiversepeers.
Ourwork environmentencourages 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 deliverscustomer engagementh powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, Whats App, chat, push, social, ads, and more.
About
the Role
We are on the lookout for a passionate IT Support Lead with naturalleadershipqualities 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, driving a fun culture and inspiring the team, while ensuring seamless technical support and first-class customer service.
This is a great opportunity for someone who aspires to be a manager in the future.
We are a cloud-first organisation where you will be able to utilise your expertise to make an impact. You’ll play a key role in our internal helpdesk, by taking ownership of issues and delighting with your excellent 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 ofcustomer satisfactionand trust.
Guide and mentor the IT support team, fostering a positive can-do culture and being a point of reference for the team.
CollaborativeSpirit:
Work closely with other teams to make processes scalable, repeatable and robust, and fostering acollaborativeand supportiveteam environmentwhich encourages opencommunicationandinnovation.
Bringing the Team Together:
Foster acollaborative,inclusiveand fun environment where team members feel valued and motivated to contribute their best.
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.
There are no people management responsibilities with this role.
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 …
Title: Corporate ICT Support Team Lead Business Operations Hybrid Remote
Company: dotdigital
Location: Cape Town, South Africa
Category: IT/Tech, Customer Service/HelpDesk
