Application Support Team Lead

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.

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)