Application Support Team Leader (DBN)

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:

• 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.
• 2 – 4 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

• Provide daily direction and communication to Team Members to ensure App Support tickets are answered in timeously, and efficient ma
• 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.

Living the Spirit:

• We ‘Dare to be Ourselves’, valuing the unique qualities, perspectives, and strengths that each Team Member brings to the group.
• We firmly believe that ‘Teamwork makes the Dream work’. We work collaboratively, supporting each other and ensuring that we collectively achieve our goals.
• We approach ‘Every day as an Adventure’, embracing challenges and changes as opportunities for growth and innovation.
• 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.
• We prioritise customer satisfaction, addressing complaints and escalations promptly and professionally. We maintain a strong focus on delivering quality customer service.
• 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.
• We compile and maintain technical standard operating procedures and generate regular reports on application support statistics, ensuring efficient knowledge management.
• We communicate openly with customers, providing updates on unresolved escalated queries, and ensuring the protection of user data in compliance with company policies.
• We promote adherence to policies and procedures, focusing on continuous evaluation and improvement. We give attention to the employee experience and proactively seek solutions.
• We are committed to personal and professional growth, always seeking to expand our knowledge and skills to better serve our customers and the company.
• 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.
• 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: