Hybrid IT Field Service Team Lead— Growth&Mentorship, Cape Town

Job Category Information and Communication Technology Posting Date 05/22/2026, 05:16 AM Locations 3, Cape Town, Western Cape, 7441, ZA (Hybrid) Apply Before 06/05/2026, 05:16 AM About Us

We Don't Just Recruit Talent... We Cultivate It BET Software is one of the most diverse betting software providers in Sub‑Saharan Africa, with a rapidly growing international footprint. Our multiskilled Team is responsible for providing advanced software solutions, while supporting incredibly high transactional volumes in a fast‑paced industry, making BET Software a lively and engaging place to be.Our progressive use of technology enables our talented Team to work with the tech stack of their choice and we encourage an environment and culture that supports collaboration, learning, and growth. We believe that our strength lies in our diversity and that Teamwork makes the dream work, a place where you can flourish amongst like‑minded individuals.We are a dynamic group of people that stem from a variety of cultures, backgrounds, and locations. While our head office is based in Umhlanga, South Africa we recruit talent throughout South Africa and Internationally. 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 CentricityFeedback to customer on status of all unresolved escalated queries. Ensure protection of all user’s data in compliance with company policies. 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 Negotiation and networking skills Professional and punctual approach Commitment to user experience and exceptional attention to detailsHigh level of integrity and confidentiality Able to work under pressure Highly self‑motivated Accountability Initiative Information‑seeking Problem‑solving High level of ethics to ensure corporate responsibility After hours availability for critical support where required. 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). Experience with Office 365 and Azure (advantages). Living the spirit: 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 whenassisting other departments, you are still representing Global Support. Your work will represent the Global Support Team as a whole.

#J-18808-Ljbffr