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Software Support Team Lead

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MRI Software

Oct 22

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Cape Town
  • Quick Apply

AI generated summary

  • You must have strong customer service skills, team management experience, SQL knowledge, ITIL familiarity, problem-solving abilities, and excellent communication for both technical and end-user interactions.
  • You will manage support services, prioritize customer issues, lead and develop staff, ensure training and SLAs are met, and exceed customer satisfaction targets.

Requirements

  • Demonstrate excellent customer service skills
  • Effectively manage a team whilst maintaining positive working relationships
  • Show flexibility in the role and lead teams at different sites
  • Develop effective working relationships with the client
  • Demonstrate strong written and verbal communication skills
  • Ensure knowledge Management is improved
  • Understand and articulate the company’s goals and strategies to the team
  • Proven track record in delivering an excellent service
  • People Management
  • HR Processes
  • Continual Service Improvement
  • Experience in leading Application Support teams using SQL
  • Must be able to demonstrate technical ability and the links into Implementations and Development
  • Excellent problem-solving skills with the ability to identify root cause and implement controlled changes
  • Working knowledge of ITIL framework
  • Must be able to communicate clearly at a technical and end user level
  • Can demonstrate a passion for personal development, must be flexible in their approach to travel and projects undertaken
  • Excellent time management skills with the ability to manage conflicting priorities

Responsibilities

  • Managing day to day support services ensuring that all customer issues are prioritised, triaged and resolved as effectively as possible
  • Working to business objectives
  • Ability to Lead and develop staff, ensuring high standards are consistently preserved, recognising strengths and weaknesses and acting on them. Mentoring and coaching staff is critical to the role as is maintaining high morale
  • Point of contact for team and escalations
  • Ensuring Customer Satisfaction targets are exceeded
  • Ensuring training plans are clear and output driven
  • Ensuring all SLA’s are adhered to

FAQs

Do we support remote work?

Yes, we operate a hybrid working model with 3 days of working from home per week.

Will the successful candidate be required to work specific hours?

Yes, the successful candidate will be required to work UK hours.

What is the primary responsibility of the Application Support Team Leader?

The primary responsibility includes managing the day-to-day operations of a technical application support team, ensuring high performance and exceptional customer service.

Is there a requirement for technical knowledge in this role?

Yes, experience in leading application support teams using SQL and having a working knowledge of the ITIL framework is required.

Are there opportunities for professional development?

Yes, we offer generous Tuition Reimbursement Schemes to further your professional development and growth.

What is the leave policy for this role?

Employees receive 25 days of annual leave plus bank holidays, as well as a bank of 15 hours of "Flex Time Off" to be used as desired.

How does MRI Software support family needs?

MRI Software has a Parental Leave Program designed to allow employees to spend quality time with their new arrivals.

What kind of benefits do employees receive?

Employees enjoy benefits such as Private Medical Insurance, Health Cash Plan, a competitive Personal Pension plan, and Income Protection Plans.

Is there a focus on diversity and inclusion at MRI Software?

Yes, MRI Software is committed to being an inclusive employer and values diversity, equality, and inclusion as critical components of its success.

Will the team leader be involved in client tickets?

Yes, this role is a player/manager position, meaning the team leader will work on client tickets as well as lead the team.

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MRI Software

Transforming the way communities live, work and play through open and connected real estate software solutions.

Technology
Industry
1001-5000
Employees

Mission & Purpose

MRI Software is a leading provider of real estate software solutions that transform the way communities live, work and play. MRI’s comprehensive, flexible, open and connected platform empowers owners, operators and occupiers in commercial and residential property organizations to innovate in rapidly changing markets. MRI has been a trailblazer in the PropTech industry for over five decades, serving more than two million users worldwide. Through leading solutions and a rich partner ecosystem, MRI gives real estate companies the freedom to elevate their business and gain a competitive edge.