Application Support Team Lead (DBN) at BETSoftware

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.