Your role
As an IT Support Specialist, you will be a client-centric IT professional responsible for overseeing and managing the organization's IT systems and audiovisual (AV) infrastructure for in-office, remote, and global Dialpad employees. You will play a pivotal role in ensuring optimal use of our hardware and software technologies, enhancing system performance, analyzing and troubleshooting technical issues, and assisting our end-users.

To ensure success as an IT Support Specialist, you should possess extensive experience in providing information technology support in a fast-paced environment. This position requires a strong technical background, excellent problem-solving skills, a customer service mindset, and effective communication. The position requires the successful candidate to be in the Tempe office 5 days a week.

If you enjoy tackling complex technological challenges, then our corporate IT team under our Engineering group may be the team for you! We provide creative solutions to help our employees be productive and secure, no matter where they are. We help deliver industry-leading IT services to enable and delight our users.

What you’ll do 

• Provide timely resolution and support to end-users with best-in-class SLAs and less than 2% callbacks.
• Be focused on improving operational efficiency at all levels and in all locations.
• Onboard and train end-users on hardware functionality and software programs.
• Analyze IT requirements and provide objective advice on the use of IT systems.
• Assist with information security, physical security controls, and device security protocols.
• Ensure proper hygiene of system accounts and licenses.
• Be responsible for tracking, managing, and supporting IT assets.
• Be responsible for access management of critical end-user systems.
• Research, install, and configure new equipment and software.
• Manage inventory of equipment, consumables, and other supplies.
• Troubleshoot and resolve IT issues via phone, web, and in-person channels.
• Must have experience working with and managing macOS and Windows devices.
• Must have experience in supporting system and IT audits.
• Timely onboard and offboard employees and contractors.
• This is an in-office role with some hybrid flexibility when approved.
• Manage and maintain the organization’s IT infrastructure, including SaaS applications and office networks.
• Monitor system performance and security; implement proactive measures to optimize operations and defend against cybersecurity threats.
• Conduct regular system audits and develop outage mitigation strategies to ensure business continuity.
• Administer and support end-user platforms such as Google Workspace, Atlassian (JIRA), Okta, Jamf, Microsoft Intune, Zscaler, CrowdStrike, and GitHub.
• Oversee the timely deployment of software and OS updates, endpoint security patches, and system upgrades to maintain compliance with security policies.
• Manage and maintain office network infrastructure (i.e., Cisco Meraki), including configuring firewalls, switches, and wireless access points to ensure secure and reliable connectivity.
• Design, install, and support audiovisual (AV) systems, including video conferencing equipment, projectors, sound systems, and digital displays.
• Troubleshoot AV issues and provide responsive support to users both onsite and remotely.
• Ensure flawless technical execution of company-wide and executive meetings, including live streaming, hybrid video conferencing, and event support.
• Lead IT and AV projects from planning through implementation, ensuring on-time delivery, budget adherence, and high-quality outcomes.
• Coordinate with internal stakeholders and external vendors to define requirements, evaluate tools, and deploy new technologies.

Skills you’ll bring

• A bachelor's degree in computer science, information technology, or similar.
• 5+ years of experience as an IT Support Specialist supporting Mac and Windows operating systems.
• Exceptional ability to provide technical support and resolve queries.
• Strong working knowledge of end-user hardware, operating systems, and productivity platforms across Google Workspace, Microsoft (Intune), and Apple (Jamf) environments.
• In-depth knowledge of computer hardware, software, and networks.
• Ability to determine IT needs and train end-users.
• Proficiency in IT helpdesk software, such as Jira Service Manager, Zendesk or ServiceNow.
• Experience in documenting processes and monitoring performance metrics.
• Project management experience, with the ability to prioritize tasks, manage resources, and deliver projects on schedule.
• Ability to keep up with technical innovation and trends in IT support.
• Experience with audiovisual equipment and technologies, including video conferencing systems, digital signage, and multimedia content creation tools.
• Lead with positive energy, empathy, and customer first mindset.
• Self-motivated with a proactive approach to problem-solving.
• Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams and stakeholders.
• Must have completed all core Dialpad product certifications within the first 100 days of tenure.

Your role
As the Manager of Corporate IT, you'll lead our global IT infrastructure, services, and corporate security efforts. You’ll work closely with the business to align technology strategy with Dialpad objectives and ensure global compliance. You’ll also help create a unified, resilient security architecture that protects proprietary data and minimizes operational risk. In addition, you’ll help bring a proactive, scalable approach to IT, leveraging modern cloud solutions to support rapid growth across our 11 global offices.

This position reports to our Chief Security Officer and has the opportunity to be based in our Austin, US office.

What you’ll do

• Team Leadership: Lead, mentor, and manage a current global team of six (6) IT specialists, fostering a culture of high performance, collaboration, and continuous improvement.
• Staff Development: Conduct performance reviews, identify training opportunities, and manage career development plans for direct reports.
• Global Support Management: Oversee and coordinate all IT service delivery and support across 11 international office locations and the distributed remote workforce, ensuring consistent quality and availability of services.
• Cross-Functional Collaboration: Partner effectively with various departments (e.g., HR, Finance, Facilities/Workplace) globally to understand their IT needs, align service delivery, and support business objectives.
• Project Ownership: Take ownership of major IT projects from initiation through deployment, ensuring they are delivered on time, within budget, and meet established technical and business requirements.
• Infrastructure Management: Oversee the design, implementation, and maintenance of all corporate IT infrastructure, including networking, servers (on-premises and cloud), telecommunications, and end-user computing.
• Service Desk Operations: Ensure the efficient operation and continuous improvement of the global IT service desk, focusing on high service levels and user satisfaction.
• Technology Strategy: Develop and execute the long-term technology roadmap for corporate IT, ensuring it scales with the company's growth and remains current with industry best practices and technology innovations (e.g., AI, Agentic AI).
• Security of Corporate IT Services: Partner closely with the Security team to design, deploy, and operate robust IT security solutions, ensuring the protection of corporate infrastructure and data.
• Incident Response: Collaborate with the Security team in supporting threat detection and response processes within the Corporate IT environment.
• Compliance: Ensure IT infrastructure and processes adhere to relevant global regulatory and security compliance standards (e.g., ISO, SOC 2, GDPR).
• Budget Management: Prepare, manage, and track the annual operating and capital expenditure budget for Corporate IT and Security Services.
• Vendor Relations: Manage relationships and contracts with key IT vendors, service providers, and consultants, ensuring cost-effectiveness and high service quality.

Skills you’ll bring

• Experience: 8-10 years of progressive experience in Information Technology, Infrastructure Management, or Corporate IT Security. Demonstrated experience managing scalable IT infrastructure and security programs within a SaaS company is highly preferred.
• Management Experience: 3-5 years of experience successfully managing and leading a technical team, preferably in a global environment.
• Empathy: Your role is to help enable employees to perform in their jobs by providing an optimal work environment. A customer-service mindset with a focus on delivering high-quality user experiences is critical to this role.
• Technical Expertise: Proven experience in operating and managing security, automation technology, and automation programs, including experience in configuring, deploying, and leading:
  • Implementation and governance of cloud-based identity and access management (IAM) and identity provider (IdP), including Okta, Google Workspace, SSO, SAML, and SCIM across enterprise environments.
  • Mobile Device Management systems (MDM), such as Jamf, Kandji, Microsoft Intune.
  • Administration of core enterprise SaaS platforms (e.g., Google Workspace, Atlassian), including provisioning automations and integration workflows.
  • IT assets including endpoints, office networking, and A/V conferencing systems.
• Project Management: Demonstrated ability to own and deliver complex, cross-functional IT projects (e.g., new system implementations, office build-outs, etc.).
• Financial Acumen: Experience with budget planning, forecasting, and expense management.
• Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant certifications (e.g., PMP, ITIL, CISSP, CompTIA Security+) are a plus.
• Excellent written and verbal communication skills, with the ability to articulate complex technical issues to non-technical stakeholders.
• Strong problem-solving and analytical capabilities.
• Passion for solving complex problems through technology (e.g., automation, AI) to minimize manual processes and improve efficiency.
• Proven ability to manage stress and ambiguity in a fast-paced, global setting.