ISP Team Leader at BETSoftware

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