Senior IT Support Lead — iGaming (Remote)

Initiate International; South Africa; Remote; ZAR 550,000 - 900,000; Full time

Job summary

Initiate International in a remote South Africa operation seeks a Lead IT Support Technician with 4+ years in technical support, preferably in iGaming or sports betting. You will design frontline processes, guide a growing team and align escalation with product and engineering.

You’ll own troubleshooting, QA, incident management and a scalable playbook, reporting to the CTO and shaping the player experience through robust support standards.

Qualifications

• At least four years of technical support experience with troubleshooting and ticket management.
• Experience in iGaming or sports betting industry.
• Experience leading or coaching support professionals.
• Experience owning a QA process.
• Ability to translate player issues for technical teams.

Responsibilities

• Design and implement frontline support operating process.
• Establish troubleshooting, ticket handling, triage and escalation procedures.
• Oversee Head of Support and develop the team.
• Build QA framework for player interactions.
• Set standards for reviewing support quality and provide actionable feedback.
• Manage testing and QA for new features.
• Improve bug/incident reporting and escalation.
• Assess urgency and impact to determine intervention.
• Collaborate with engineering and product for issue routing.
• Develop scalable playbooks, workflows and tools.
• Provide CTO with visibility of recurring issues and risks.

Skills

Troubleshooting

Ticket management

Issue resolution

QA process

Leadership coaching

Remote work

Cross-functional collaboration

Compliance awareness

Written communication

Job description

Initiate International in a remote South Africa operation seeks a Lead IT Support Technician with 4+ years in technical support, preferably in iGaming or sports betting. You will design frontline processes, guide a growing team and align escalation with product and engineering.

You’ll own troubleshooting, QA, incident management and a scalable playbook, reporting to the CTO and shaping the player experience through robust support standards.