Job Description

Overall Purpose of the Job (Please provide a summary of why the job was created and what the main responsibilities are
The Application Support Team Leader oversees making sure that the applications/ systems they are responsible for are working, optimally. They work with the technical team to develop new ways to improve systems, and they also work with users/ customers to ensure that the systems they build are reliable and meet customer needs
Their role is to lead, motivate and support a team of Applications Support Specialists in line with defined targets and operational policies and procedures and to drive the team's performance to ultimately ensure consistent delivery of customer satisfaction and an exceptional customer experience.
Provides service on a shift bases for the Tertiary Business:

• Weekdays up to 8 hours (08:00-17:00)
• After hours work might be required
• Develop Department Standard Operating Procedures
• Resolve Service Escalations
• Oversee Upgrades and Installations and migrations

Responsible for ensuring quality customer interactions and for improving the experiences customers have with the Application, with the goal of increasing customer satisfaction that will result in retention and acquisition strategies being achieved and maintained.
Application and User support

• Ensure timely and effective resolution of incidents and service requests related to Educos, Employee Central, and PaySpace.
• Maintain a high first-call resolution rate and minimize system downtime.
• Monitor, escalate, and follow up on unresolved issues until closure

Main Outputs and Responsibilities for this Position
Detailed Description
Output 1
Details
Application Support and Incident Management
Ensure timely and effective resolution of incidents and service requests related to Educos, Employee Central, and PaySpace.
Maintain a high first-call resolution rate and minimize system downtime.
Monitor, escalate, and follow up on unresolved issues until closure.
Output 2
Details
System Maintenance and Enhancements
Oversee regular system health checks, updates, patches, and upgrades for Educos, Employee Central, and PaySpace.
Coordinate with vendors and internal IT teams to implement system improvements and customizations.
Ensure data integrity and security compliance during system changes.
Output 3
Details
User Support and Training
Provide high-quality support and guidance to HR users across the organization on Educos, Employee Central, and PaySpace functionality.
Develop and deliver user training materials, FAQs, and self-help guides.
Facilitate user onboarding and change management communications.
Output 4
Details
Stakeholder Management
Serve as primary liaison between HR, payroll, IT, and vendors for application-related matters.
Gather and analyse user feedback to recommend system improvements.
Maintain strong relationships with external software providers and service partners.
Output 5
Details
Reporting and Documentation
Ensure accurate documentation of incidents, solutions, workflows, and system configurations.
Prepare regular reports on system performance, support metrics, and user satisfaction.
Track and report key metrics like SLA compliance, ticket volumes, and resolution times.
Output 6
Details
Compliance and Risk Management
Ensure adherence to internal policies, data privacy laws, and compliance requirements across all supported applications.
Identify and mitigate risks related to system usage, access controls, and data handling.
Support audit activities and remedial actions related to HR systems.
Output 7
Team Leadership and Development
Lead, mentor, and manage the support team, ensuring clear role definitions, training, and performance monitoring.
Conduct regular team meetings, performance reviews, and skills development plans.
Promote knowledge sharing and continuous learning within the team.
Ensures adequate and appropriate human resources are in place to deliver the business objectives.
Ensures that resource availability and knowledge is available in critical business cycles.
Sets performance objectives for staff, conducts appraisals and initiates EDWs.
Draws up action plans to address poor performance.
Mentors staff ensuring optimal work/personal life balance is achieved.
Manages staff in line with group human resource guidelines.
Establishes and keeps up to date a succession plan for the team.
Ensure that staff attend regular training to ensure that they meet the requirements for their role and develop their skills.
Institutes monthly reporting sessions for team members to track progress and compliance of systems and work done.
Arranges for new and existing staff.
Education (Formal Qualification required)
Matric
IT Diploma
Bachelor's degree in Information Systems, Informatics or Information Technology or Education
Minimum:
Drivers License
SAP - Employee HR Experience (A must have)
PaySpace Experience
People Management