Application Support Team Lead

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

Responsibilities

Job Responsibilities

Leading the IT Application Support Team

• 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

Continuous improvement

• 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.

Qualifications

Job Specification

• Diploma or Degree in Computer Systems Advantageous
• Microsoft Technology Associate (MTA) or Microsoft Technology Associate (MCSA) Advantageous
• Microsoft Systems Engineer (MCSE) advantageous
• Experience with Office 365 and Azure advantageous
• ITIL Foundation certification advantageous
• At least 1 years’ experience in supervising or team lead within an Application Support desk / help desk environment, infrastructure remote support.
• Scrum Master / Project Management Training and Certification (Advantageous)