IT Helpdesk Team Leader (JHB)

Betting Entertainment Technologies (Pty) Ltd; Gauteng; On-site; ZAR 300,000 - 450,000; Full time

Job summary

BET Software is seeking a qualified IT Helpdesk Team Leader to join their Global Support Team in Johannesburg. The successful candidate will lead the IT helpdesk operations, ensuring effective problem resolution and overseeing performance metrics while providing technical support and guidance. This role offers an opportunity to contribute to a dynamic team in a growing company focused on talent development and team performance.

Benefits

Learning and development programmes

Growth opportunities

Incentives

Qualifications

• At least 3 years’ experience in a supervisory role within a help desk environment.
• Microsoft Technology Associate (MTA) or Microsoft Certified Solutions Associate (MCSA) is advantageous.
• ITIL Foundation certification is advantageous.

Responsibilities

• Oversee daily operations of the IT Helpdesk Technicians.
• Manage SLAs and performance metrics.
• Provide hands-on technical support and training.

Skills

Leadership

Problem Solving

Customer Service

Technical Support

Education

Diploma or Degree in Computer Systems

Tools

IT Service Management Tool

Genesys

Office 365

Azure

Job description

We Want You:

Are you a tech-savvy problem solver with a passion for leadership? BET Software is on the lookout for an IT Helpdesk Team Leader to join our Global Support Team in Johannesburg. In this hands-on role, you'll oversee the daily operations of the IT Helpdesk Technicians—planning, assigning, and guiding their tasks. You’ll monitor key performance metrics such as ticket volumes, customer experience, branch uptime, and network stability. This role also includes managing SLAs, serving as the go-to for technical queries, and delivering daily performance reports to management. Ready to lead the charge? Apply now.


You Bring:

• Diploma or Degree in Computer Systems (advantageous).
• At least 3 years’ experience in supervising or team lead within a service desk/help desk environment, infrastructure remote support.
• 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).

What You’ll Do:

Leading the IT Helpdesk Team

• Provide daily direction and communication to team members to ensure helpdesk 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 Helpdesk Team as the scrum master.
• 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 and Genesys.

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 Helpdesk 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, analyse 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.

The Company We Keep:

At BET Software, we don't just recruit talent, we cultivate it. Our learning and development programmes, our various opportunities for growth, and our well-deserved incentives are what keep our All-Star Team the best amongst the rest.

Please note that only candidates who meet the stipulated minimum requirements will be considered.If you have not been contacted within 30 days, kindly consider your application to be unsuccessful.