IT Helpdesk Team Leader (JHB)

We Want You

Are you a tech-savvy problem solver with a passion for leadership? BET Software is looking 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? 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 promptly 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 quick turnaround on ticket resolution.
• Oversee tickets to completion.
• Conduct scrum meetings with the IT Helpdesk Team as the scrum master.
• Provide the team with effective troubleshooting methodologies to ensure efficiency.
• Be the point of contact for all time and attendance issues.
• Interface with stakeholders or third-party vendors when necessary.
• Ensure correct entries are made into the IT Service Management Tools 4Me and Genesys.

Technical Support and Escalations

• Provide hands-on day-to-day technical support for team members.
• Manage connectivity and backup alerts.
• Provide basic training on core software and hardware.
• 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 Helpdesk statistics.

Customer Centricity

• Provide feedback to customers on 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 for improvements.
• Focus on enhancing employee experience.
• Adopt a proactive approach rather than reactive.
• Analyze feedback and observations to recommend improvements to leadership.

Admin and Technical Assistance for Infrastructure Projects

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

The Company We Keep

At BET Software, we cultivate talent through learning and development programs, growth opportunities, and incentives, making our team the best in the industry.

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