Application Support Team Lead: Drive Resolution

BET SOFTWARE; Durban; On-site; ZAR 360,000 - 600,000; Full time

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Skills

Team leadership

Customer service

Troubleshooting

Scrum

Communication

Vendor liaison

Tools

4Me ITSM

Job description

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.