Application Support Team Lead (DBN)

BETSoftware; Umhlanga Rocks; On-site; ZAR 400 000 - 600 000; Full time

Job summary

Join a leading tech company as an Application Support Team Lead. You'll manage a team, ensuring optimal performance and customer satisfaction. This role involves mentoring, overseeing operations, and providing technical support. If you're ready to lead and innovate, apply now!

Qualifications

• 2 - 4 years’ experience in supervising or team lead within an Application Support desk.
• Scrum Master/Project Management Training and Certification advantageous.

Responsibilities

• Manage and mentor a team of Application Support Analysts.
• Oversee daily tasks and monitor key performance metrics.
• Provide hands-on technical support for Team Members.

Skills

Leadership

Customer Service

Problem Solving

Education

Diploma or Degree in Computer Systems

ITIL Foundation certification

Tools

Office 365

Azure

Job description

We Want You

Lead, support, and innovate! BET Software DBN is searching for an Application Support Team Lead to take charge and drive excellence. In this role, you’ll manage and mentor a team of Application Support Analysts, ensuring seamless operations, optimal performance, and top-tier customer experience. From overseeing daily tasks to monitoring key performance metrics, maintaining Service Level Agreements, and being the go-to technical expert, your leadership will keep things running smoothly. Ready to make an impact? Apply now and be part of the future of tech.

You Bring

• 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.
• 2 - 4 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).

What You’ll Do

Leading the IT Application Support Team

• Provide daily direction and communication to Team Members to ensure App Support tickets are answered in a timely manner, and efficiently.
• Assist the team in resolving complaints and escalations from end users and management.
• Administer customer service duties such as quality analysis on calls and ensure fast turnaround time on ticket resolution.
• Oversee the tickets to completion.
• Conduct scrum meetings with the IT Application Support Team as the Lead.
• Provide the team with effective troubleshooting methodologies to ensure efficiency.
• Be the point of contact for all time and attendance issues of Team Members.
• Interface with stakeholders or 3rd party vendors when necessary to obtain assistance.
• Ensure correct entries are made 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 and backup alerts.
• Provide basic training on core software and hardware used.
• Handle customer complaints or escalations.

Building on KMDB & Documentation Reporting

• Compile technical standard operating procedures for known errors.
• Generate daily, weekly, and monthly reports on IT Application Support statistics.

Customer Centricity

• Provide feedback to customers on the status of unresolved escalated queries.
• Ensure the protection of all user data in compliance with company policies.

Continuous Improvement

• Ensure adherence to policies and procedures and evaluate them for improvements.
• Focus on enhancing employee experience.
• Adopt a proactive approach rather than reactive.
• Analyze and recommend improvements based on feedback and observations.

Admin and Technical Assistance for Infrastructure Projects

• Participate constructively as a member of the wider IT Department.
• Undertake tasks or projects as assigned.
• Maintain professionalism and integrity.

Living The Spirit

• Value the unique qualities each Team Member brings.
• Collaborate and support each other to achieve goals.
• Embrace challenges as opportunities for growth.
• Provide leadership, support, and clear communication.
• Prioritize customer satisfaction and deliver quality service.
• Support team members with technical support and training.
• Maintain technical documentation and support statistics.
• Communicate openly and protect user data.
• Adhere to policies, evaluate for improvements, and foster a positive work environment.
• Commit to personal and professional growth.
• Promote trust and collaboration through honest communication.
• Be resilient, resourceful, and adaptable.

The Company We Keep

At BET Software, we cultivate talent through learning and development, growth opportunities, and incentives. Join our All-Star Team!

Please note that only candidates who meet the minimum requirements will be considered. If you haven't been contacted within 30 days, consider your application unsuccessful.