IT Helpdesk Team Leader

Job Responsibilities:

Leading the IT Helpdesk Team

• Provide daily direction and communication to team members to ensure helpdesk 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 Helpdesk Team as the scrum master. 


• 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 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 Helpdesk 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: 

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.


• Uphold high moral and ethical standards in all your actions and decisions.


• Embrace each day as an opportunity to learn and grow in the ever-evolving field of IT. Every day brings a new adventure in troubleshooting and finding solutions for our clients and greater team. 


• Assume responsibility for all duties and responsibilities, ensuring that they are accomplished to the best of your ability. It is critical to remember that even when assisting other departments, you are still representing Global Support. Your work will represent the Global Support Team as a whole.

Job Specification:

• Diploma or Degree in Computer Systems advantages


• CompTia A+ and N+ is Advantageous 


• At least 3 years’ experience in supervising or team lead within a service desk / help desk environment, infrastructure remote support.


• Server administration knowledge will be beneficial 


• Microsoft Technology Associate (MTA)  (Advantageous)


• Experience with Office 365 and Azure (Advantageous)


• ITIL Foundation certification (Advantageous)