IT Field Support Team Leader at BETSoftware

Responsibilities

Job Responsibilities:

Lead the IT Field Service Team

• Provide daily direction and communication to team members to ensure Field Service tickets are answered in 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 prioritized 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.

Qualifications

Job Specification 

• Diploma or Degree in Computer Systems advantages.
• 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 License Required. 
• CompTIA Network + (advantages).
• Microsoft Technology Associate (MTA) or Microsoft Technology Associate (MCSA) (advantages).
• ITIL Foundation certification (advantages).
• Microsoft Systems Engineer (MCSE) (advantages).
• Experience with Office 365 and Azure (advantages).

Apply Before 04/30/2026