We Want You:
Step into the world of tech support and lead with impact. BET Software DBN is searching for a visionary Application Support Team Lead to drive our commitment to excellence. In this role, you’ll guide a team of Application Support Analysts, ensuring seamless operations, from managing performance metrics to maintaining top-tier customer experiences. Your leadership will be key in upholding our Service Level Agreements and providing crucial insights to management. Ready to elevate your career and lead in a fast-paced, innovative environment? Apply now and make your mark in the future of technology.
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.
Please note that only candidates who meet the stipulated minimum requirements will be considered. If you have not been contacted within 30 days, kindly consider your application to be unsuccessful.
