Application Support Team Lead

We Want You:

We are looking for an awesome Application Support Team Lead who will oversee the activities of our Application Support Team. With super skills in managing both projects and people, you will keep track of all performance indexes, from planning to assigning and directing daily tasks to overseeing the functionality of the Team workflow by providing guidance and instruction.

You will also manage and maintain all Service Level Agreements, provide a point of contact to the Team for all technical-related queries, and provide daily reports.

You Bring:

  • A diploma or Degree in Computer Systems is advantageous.
  • Microsoft Technology Associate (MTA) or Microsoft Certified Solutions Associate (MCSA) is advantageous.
  • Microsoft Systems Engineer (MCSE) advantageous
  • Experience with Office 365 and Azure is advantageous.
  • ITIL Foundation certification is advantageous.
  • At least 1 year of experience in supervising or as a 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

  • Provide daily direction and communication to team members to ensure App Support tickets are answered in a 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 meetings with the IT App Team as the Lead.
  • Provide the team with effective and efficient troubleshooting methodology to ensure the 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 the customer on the 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 continuously evaluate for improvements.
  • Ensure attention is given to employee experience.
  • Focus on a proactive approach rather than a reactive one.
  • Evaluate, analyze 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 one-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 programs, our various opportunities for growth, and our well-deserved incentives are what keep our All-Star Team the best among the rest.

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