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Application Support Team Lead

BETSoftwareDurban, ZA

30+ days ago

Job description

Job title : Application Support Team Lead

Job Location : KwaZulu-Natal, Durban

Deadline : September 30, 2025

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Responsibilities

Job Responsibilities :

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 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, 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 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 prioritize 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.

Qualifications

Job Specification :

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)

Apply Before 09 / 30 / 2025

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Team Lead • Durban, ZA

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