App Support Team Lead — IT Helpdesk & Scrum Champion

BETSoftware; Durban; On-site; ZAR 350,000 - 520,000; Full time

Job summary

BETSoftware seeks an IT Application Support Lead in Durban to guide the team responsible for application tickets and escalations. You will direct daily activities, mentor staff, and coordinate with stakeholders and vendors to resolve issues efficiently.

The role emphasizes incident handling, SOP documentation, and regular reporting, with a focus on continuous improvement and data protection.

Qualifications

• Diploma or degree in Computer Systems is advantageous.
• MS/MTA or MSCA certifications advantageous.
• MCSE advantageous.
• ITIL Foundation certification advantageous.
• Scrum Master / Project Management training advantageous.
• At least 1 year supervising or leading an Application Support / help desk team.
• Experience with Office 365 and Azure advantageous.

Responsibilities

• Lead the IT Application Support Team and manage day-to-day tickets.
• Provide daily direction and communication to ensure timely ticket responses.
• Assist in resolving complaints and escalations from end users and management.
• Oversee tickets to completion and maintain service quality.
• Conduct scrum meetings with the IT App Team as the Lead.
• Provide effective troubleshooting methodologies to the team.
• Manage attendance and time-related issues for team members.
• Interface with stakeholders or 3rd party vendors when required.
• Ensure correct entries are made in the IT Service Management Tool 4Me.
• Provide hands-on day-to-day technical support for the team.
• Handle connectivity and backup alerts; provide basic training.
• Act as point of contact for customer complaints or escalations.
• Compile SOPs for known errors and generate regular reports.
• Support continuous improvement and strong customer focus.
• Participate in ad-hoc infrastructure projects and broader IT activities.
• Demonstrate integrity and collaborative teamwork.

Skills

Team leadership

Scrum Master

Project management

Incident management

Stakeholder communication

Troubleshooting

Training & mentoring

Education

Diploma or Degree in Computer Systems

MTA / MCSA Certification

MCSE Certification

ITIL Foundation certification

Scrum Master / PM Training

Tools

Office 365

Azure

4Me ITSM

Job description

BETSoftware seeks an IT Application Support Lead in Durban to guide the team responsible for application tickets and escalations. You will direct daily activities, mentor staff, and coordinate with stakeholders and vendors to resolve issues efficiently.

The role emphasizes incident handling, SOP documentation, and regular reporting, with a focus on continuous improvement and data protection.