We Want You:
We’re searching for a dedicated and innovative IT Field Support Team Leader to join our ranks. In this role, you’ll be at the forefront of ensuring the integrity of our internally generated betting software and proactively addressing any system-related deficiencies that could impact our financial performance. As the bridge between our technology and financial teams, you’ll collaborate with the Finance Manager, Financial Reporting Analyst, and Business Intelligence Reporting team to analyse financial results and drive our business forward. If you’re ready to champion data integrity and support our mission to deliver cutting-edge solutions, this is your chance to lead and thrive at BET Software!
You Bring:
- Diploma or Degree in Computer Systems advantageous.
- At least 3 years’ experience in supervising or team lead within a service desk/help desk environment, infrastructure remote support.
- Experience with service level agreements and maintenance.
- Experience in networking and telecoms covering Microsoft applications.
- Experience in working on projects.
- Valid Driver’s Licence required.
- CompTIA Network + (advantages).
- Microsoft Technology Associate (MTA) or Microsoft Technology Associate (MCSA) (advantageous).
- ITIL Foundation certification (advantageous).
- Microsoft Systems Engineer (MCSE) (advantageous).
- Experience with Office 365 and Azure (advantageous).
What You’ll Do:
Lead the IT Field Service Team:
- Provide daily direction and communication to team members to ensure Field Service tickets are answered in a timeously, and efficient manner.
- Assist the team in resolving complaints and escalations from end users and management.
- Ensure fast turnaround time on ticket resolution and high customer satisfaction.
- Oversee the tickets to completion.
- Conduct daily Agile meetings with the IT Field Service Team as the scrum master to delegate daily prioritised tasks.
- 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 and Genesys.
Technical Support and escalations:
- Provide hands-on, day-to-day technical support for team members.
- Responsible for all IT maintenance at Branches.
- Provide end user with basic training on core software and hardware used.
- Point of contact for customer complaints or escalations.
Site Survey & Documentation Reporting:
- Compile checklists to ensure continuous updated information pertaining to branches are well documented.
- Compile technical standard operating procedures for all known errors.
- Compile daily, weekly and monthly reporting on IT Field Service statistics for Management.
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.
Technical assistance for Infrastructure Projects:
- Constructively participate as a member of the wider IT Department.
- Responsible for resources allocated to any IT Related tasks or projects which may be assigned.
- Demonstrate professional skills and a high standard of integrity.
Key skills/attributes/position specific competencies:
- Knowledge of Microsoft Desktop, Server and or Azure applications.
- Knowledge of computer hardware and peripherals, backup and networking (LAN, VPN).
- Excellent written and verbal communication skills – especially writing professional reports.
- Strong telephonic and written etiquette.
- Information technology system support skills.
- Excellent Microsoft Office skills.
- Negotiation and networking skills.
- Professional and punctual approach.
- Commitment to user experience and exceptional attention to details.
- High level of integrity and confidentiality.
- Able to work under pressure.
- Highly self-motivated.
- Systems troubleshooting.
- Accountability.
- Initiative.
- Information-seeking.
- Problem-solving.
- Personal development.
- High level of ethics to ensure corporate responsibility.
- After-hours availability for critical support where required.
- Understanding project management concepts.
Living our spirit:
The job obligations of an IT Field Support Team Leader go well beyond what is listed above. Ensuring that you are living and applying our fundamental company values in your day-to-day tasks is critical to the success of Global Support and BET Software as a whole. We have outlined how you will bring our core company values to life in your role below:
- Continuously embracing the power of teamwork to overcome challenges and find innovative solutions to make a positive impact within the Global Support Team. Take the initiative to make improvements and guide change management within the team.
- Empower and enable team members to be themselves, fostering an environment where individual strengths shine.
- Act as a mentor and coach to team members, fostering their growth and development.
- Lead by example, encourage authenticity and openness among the team and promote a collaborative and inclusive work environment.
- Demonstrate expert-level conflict resolution skills, resolve complex team dynamics and technical disputes constructively.
- Approach each day with a strategic mindset, identify long-term opportunities for improvement within the IT branch support Team.
- Exhibit strong leadership in crisis situations, guide the team through challenging and high-pressure scenarios.
- Uphold high moral and ethical standards in all your actions and decisions.
- Embrace each day as an opportunity to learn and grow in the ever-evolving field of IT. Every day brings a new adventure in troubleshooting and finding solutions for our clients and greater team.
- Assume responsibility for all duties and responsibilities, ensure that they are accomplished to the best of your ability. It is critical to remember that even when assisting other departments, you are still representing Global Support. Your work will represent the Global Support Team as a whole.
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.
