Application Support Team Lead

2 days ago

Umhlanga, KwaZulu-Natal, South Africa BETSoftware Full time

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

  1. Diploma or Degree in Computer Systems (advantageous).
  2. Microsoft Technology Associate (MTA) or Microsoft Technology Associate (MCSA) (advantageous).
  3. Microsoft Systems Engineer (MCSE) (advantageous).
  4. Experience with Office 365 and Azure (advantageous).
  5. ITIL Foundation certification advantageous.
  6. 2 - 4 years' experience in supervising or team lead within an Application Support desk/help desk environment, infrastructure remote support.
  7. Scrum Master/Project Management Training and Certification (advantageous).

What You'll Do

Leading the IT Application Support Team

  1. Provide daily direction and communication to Team Members to ensure App Support tickets are answered in timeously, and efficient manner.
  2. Assist the team in resolving complaints and escalations from end users and management.
  3. Administer customer service duties such as quality analysis on call and ensure fast turnaround time on ticket resolution.
  4. Oversee the tickets to completion.
  5. Conduct scrum meeting with the IT App Team as the Lead.
  6. Provide team with effective and efficient troubleshooting methodology to ensure efficiency of the team.
  7. Be the point of contact for all time and attendance issues the Team Member might have.
  8. Interface, when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
  9. Ensure correct entries are inserted into the IT Service Management Tool 4Me.

Technical Support and Escalations

  1. Provide hands-on, day-to-day technical support for Team Members.
  2. Responsible for all connectivity alerts and backup alerts.
  3. Provide basic training on core software and hardware used.
  4. Point of contact for customer complaints or escalations.

Building on KMDB & Documentation Reporting

  1. Compile technical standard operating procedures for all known errors.
  2. Compile daily, weekly, and monthly reporting on IT Application Support statistics.

Customer Centricity

  1. Feedback to customer on status of all unresolved escalated queries.
  2. Ensure protection of all user's data in compliance with company policies.

Continuous Improvement

  1. Ensure adherence to policies and procedures by Team Members and to continuously evaluate for improvements.
  2. Ensure attention is given to employee experience.
  3. Focus on a proactive approach rather than a reactive one.
  4. 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

  1. Constructively participate as a member of the wider IT Department.
  2. Undertake any other tasks or once-off projects which may be assigned from time-to-time.
  3. Demonstrate professional skills and a high standard of integrity.

Living The Spirit

  1. We 'Dare to be Ourselves', valuing the unique qualities, perspectives, and strengths that each Team Member brings to the group.
  2. We firmly believe that 'Teamwork makes the Dream work'. We work collaboratively, supporting each other and ensuring that we collectively achieve our goals.
  3. We approach 'Every day as an Adventure', embracing challenges and changes as opportunities for growth and innovation.
  4. As leaders, we take responsibility for the success of our team. We provide direction, support, and effective communication to ensure efficient handling of application support tickets.
  5. We prioritise customer satisfaction, addressing complaints and escalations promptly and professionally. We maintain a strong focus on delivering quality customer service.
  6. We provide hands-on technical support, training, and point-of-contact services for our Team Members. We ensure the connectivity, backup, and technical aspects of our systems run smoothly.
  7. We compile and maintain technical standard operating procedures and generate regular reports on application support statistics, ensuring efficient knowledge management.
  8. We communicate openly with customers, providing updates on unresolved escalated queries, and ensuring the protection of user data in compliance with company policies.
  9. We promote adherence to policies and procedures, focusing on continuous evaluation and improvement. We give attention to the employee experience and proactively seek solutions.
  10. We are committed to personal and professional growth, always seeking to expand our knowledge and skills to better serve our customers and the company.
  11. We value open and honest communication, sharing insights and feedback to promote trust and collaboration. We actively participate in debugging, adhere to development practices, and drive improvements.
  12. We are resilient in our pursuit of solutions, performing debugging and participating in retrospectives. We adapt to changing conditions and are resourceful in finding solutions.

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 find your application to be unsuccessful.

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