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ISP Team Leader

ISP Team Leader

BETSoftwareDurban, ZA
22 days ago
Job description

Job title : ISP Team Leader

Job Location : KwaZulu-Natal, Durban

Deadline : December 31, 2025

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Skill Set

  • Strong leadership and team management experience in customer support, billing, and order fulfillment.
  • Proficient with ISP service provisioning, billing systems, and ticketing tools (e.g., Zendesk,).
  • Good understanding of networking fundamentals (IP addressing, FTTH, PPPoE).
  • Skilled in handling escalations, incident management, and improving customer satisfaction (CSAT, NPS).
  • Experience in billing accuracy, dispute resolution, and revenue monitoring.
  • Ability to set KPIs, conduct performance reviews, and drive process improvements.
  • Excellent cross-functional collaboration and communication skills.
  • Knowledge of ITIL processes and data privacy compliance.
  • Strong focus on proactive problem-solving and continuous improvement.

    • Responsibilities

    Customer Support Management

  • Lead, mentor, and supervise support staff.
  • Ensure timely resolution of customer issues in line with SLAs.
  • Handle escalated tickets, outages, and incident management.
  • Maintain and improve customer satisfaction scores (CSAT, NPS).
  • Oversee support tools, ticketing systems, and self-service platforms.
  • Develop and implement support SOPs and training.

    • Billing Operations

  • Ensure accurate customer billing for all services (data, voice, fibre, etc.).
  • Oversee monthly billing cycles and manage account reconciliations.
  • Resolve billing disputes promptly in collaboration with support and finance teams.
  • Monitor revenue leakage and ensure timely collections.
  • Generate reports on billing accuracy, revenue trends, and customer churn.

    • Sales Orders & Provisioning

  • Manage order intake, service provisioning, and installation workflows.
  • Coordinate with sales, suppliers (e.g., Openserve, VOX, MTN), and field teams.
  • Ensure order accuracy and reduce provisioning lead times.
  • Track order pipeline and ensure timely updates to customers.
  • Support automation of order management systems where applicable.

    • Team Leadership & Reporting

  • Conduct regular team meetings, performance reviews, and coaching.
  • Set KPIs for Support, Billing, and Order Processing teams.
  • Prepare weekly / monthly reports on service metrics, incidents, and revenue performance.
  • Work cross-functionally with Engineering, Sales, and Finance teams.
  • Identify process improvements and lead implementation.

    • 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 Our Spirit :

    The job obligations of an IT Helpdesk 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, encouraging authenticity and openness amongst the team and promoting a collaborative and inclusive work environment.
  • Demonstrate expert-level conflict resolution skills, resolving complex team dynamics and technical disputes constructively.
  • Approach each day with a strategic mindset, identifying long-term opportunities for improvement within the IT branch support Team.
  • Exhibit strong leadership in crisis situations, guiding the team through challenging and high-pressure scenarios.

    • Qualifications

  • Diploma or Degree in Computer Systems advantages
  • At least 3 years’ experience in supervising or team lead within a Telecoms / Service desk.
  • Proven experience in leading customer support or billing teams.
  • Strong understanding of ISP service provisioning and billing systems.
  • Experience with ticketing systems (e.g., Zendesk, Freshdesk), CRM, and billing platforms.
  • Knowledge of networking basics (e.g., IP Address, Domains, FFTB, FTTH, PPoE) is a plus.
  • ITIL Foundation certification (Advantageous)

    • Apply Before 10 / 31 / 2025

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    Team Leader • Durban, ZA

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