Application Support Team Leader

4 months ago

Durban, South Africa BET Software Full time

**We Want You**:
**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.
- At least 1 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**
- daily direction and communication to team members to ensure App Support 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 App Team as the Lead.
- 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.

**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 Application Support 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.

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