Application Support Team Lead

BET SOFTWARE; Durban; Vor Ort; ZAR 360.000 - 600.000; Vollzeit

Zusammenfassung

BET Software is seeking an IT Application Support Team Lead to drive daily operations, ensuring timely responses and efficient ticket handling. You will mentor the team, guide troubleshooting efforts, and oversee escalations to resolution.

In this role, you will run scrum meetings, liaise with stakeholders and vendors, and produce SOPs and reports on support metrics to improve service delivery. Durban-based with a focus on strong customer care and data protection.

Qualifikationen

• Experience leading IT application support teams.
• Proven ability to manage escalations and customer complaints.
• Experience with IT service management tools (4Me).

Aufgaben

• Provide daily direction and communication to the IT App Support team to ensure tickets are answered timely and efficiently.
• Assist in resolving complaints and escalations from end users and management.
• Oversee tickets to completion and provide troubleshooting guidance.
• Conduct scrum meetings as the team lead for IT App Support.
• Interface with stakeholders or 3rd party vendors as needed to obtain assistance.
• Produce regular reports on IT Application Support statistics and SOPs.

Kenntnisse

Team leadership

Customer service

Troubleshooting

Scrum

Communication

Vendor liaison

Tools

4Me ITSM

Jobbeschreibung

• Provide daily direction and communication to team members to ensure App Support tickets are answered in timeously, and efficient manner.
• Assist the team in resolving complaints and escalations from end users and management.
• Administer customer service duties such as quality analysis on call and ensure fast turnaround time on ticket resolution.
• Oversee the tickets to completion.
• Conduct scrum meeting with the IT App Team as the Lead.
• Provide team with effective and efficient troubleshooting methodology to ensure efficiency of the team.
• Be the point of contact for all time and attendance issues the team member might have.
• Interface, when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
• Ensure correct entries are inserted into the IT Service Management Tool 4Me

Technical Support and escalations

• Provide hands on day to day technical support for team members
• Responsible for all connectivity alerts and backup alerts
• Provide basic training on core software and hardware used
• Point of contact for customer complaints or escalations

Building on KMDB & Documentation Reporting

• Compile technical standard operating procedures for all known errors
• Compile daily, weekly, and monthly reporting on IT Application Support statistics

Customer Centricity

• Feedback to customer on status of all unresolved escalated queries
• Ensure protection of all user’s data in compliance with company policies
• Ensure adherence to policies and procedures by team members and to continuously evaluate for improvements
• Ensure attention is given to employee experience
• Focus on a proactive approach rather than a reactive one
• Evaluate, analyze and provide necessary recommendations for improvement to Leadership based on user feedback and technical observations

Admin and technical assistance for ADHOC Infrastructure Projects

• Constructively participate as a member of the wider IT Department
• Undertake any other tasks or once-off projects which may be assigned from time-to-time
• Demonstrate professional skills and a high standard of integrity

Living the spirit:

• We dare to be ourselves, valuing the unique qualities, perspectives, and strengths that each team member brings to the group.
• We firmly believe that teamwork makes the dream work. We work collaboratively, supporting each other and ensuring that we collectively achieve our goals.
• We approach every day as an adventure, embracing challenges and changes as opportunities for growth and innovation.
• As leaders, we take responsibility for the success of our team. We provide direction, support, and effective communication to ensure efficient handling of application support tickets.
• We prioritize customer satisfaction, addressing complaints and escalations promptly and professionally. We maintain a strong focus on delivering quality customer service.
• We provide hands-on technical support, training, and point-of-contact services for our team members. We ensure the connectivity, backup, and technical aspects of our systems run smoothly.
• We compile and maintain technical standard operating procedures and generate regular reports on application support statistics, ensuring efficient knowledge management.
• We communicate openly with customers, providing updates on unresolved escalated queries, and ensuring the protection of user data in compliance with company policies.
• We promote adherence to policies and procedures, focusing on continuous evaluation and improvement. We give attention to the employee experience and proactively seek solutions.
• We are committed to personal and professional growth, always seeking to expand our knowledge and skills to better serve our customers and the company.
• We value open and honest communication, sharing insights and feedback to promote trust and collaboration. We actively participate in debugging, adhere to development practices, and drive improvements.
• We are resilient in our pursuit of solutions, performing debugging and participating in retrospectives. We adapt to changing conditions and are resourceful in finding solutions.

BET Software is one of the most diverse betting software providers in sub-Saharan Africa. We create automated software solutions that help manage data and operations efficiently. What started as a Team of tech experts solving industry challenges has grown into a leading technology business. Our developers built the betting platform that powers South Africa's leading bookmaker, Hollywoodbets.

Today, we provide betting platforms and customer relationship management (CRM) solutions for major betting operators across Africa. Our technology supports a variety of real-world events and has been successfully adapted for markets including Mozambique, Zimbabwe, Zambia and Kenya. Headquartered in Durban, BET Software also has offices in Cape Town, Johannesburg and East London, with a growing international footprint.