Technical Team Lead - Belfast, United Kingdom - Radius Payment Solutions

Radius Payment Solutions
Radius Payment Solutions
Verified Company
Belfast, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Location - WatersEdge, Clarendon Dock, Belfast, BT1 3BH


Hours:
Monday - Friday 08:30 - 5:00pm


Heard of us?


We're an ambitious, forward-thinking global business who build transformative solutions for our customers to deliver best-in-class sustainable mobility, connectivity and technology solutions.

We support our customers with a range of products and services to meet their needs.

Since 1990 our ambition has never wavered.

From humble beginnings, our vision and drive has seen us venture into new markets with confidence and stay ahead of market trends.

Our mission is to help businesses of all sizes adapt to the future and take advantage of the opportunities that change brings.

Sustainability is at the core of our offering.


The role...


To add value through the proactive supervision, planning and organisation of the Customer Service Department and initiating, coordinating, and communicating information on its behalf.

There will be an element of out of hours working, on a rota basis.


What will you be doing as a Technical Team Lead?

  • Proactively manage reported issues and escalation paths for a wide service range to final appropriate resolution within agreed SLAs.
  • Ensure correct process is always followed including strict implementation of all Service Plans.
  • Management of service queues and clearing of all faults from internal systems
  • To be the point of escalation for reported issues within the Customer Services Department.
  • Create a culture of continual improvement by capturing relevant data, analysing, and reporting as required
  • To work with Clients and colleagues to improve Service Delivery and Professionalism. To participate in any future development of the helpdesk.
  • Undertake open case reviews and update on a regular basis within the areas of responsibility.
  • Ensure effective and consistent communication with clients, service providers and colleagues to the satisfaction of all parties.
  • Overseeing and implementation of internal systems ensuring effective service delivery.
  • Creating and maintaining documentation for current and newly implemented processes.
  • Responding to monitoring alerts and troubleshooting appropriately, implementing fixes as required.
  • Responsible for the accurate recording of all system information as per process to maintain status of outstanding tasks ensuring clarity for all users.
  • Support the development & implementation of the Companies Values through personal action, behaviour, and the direction of others, and contribute to the achievement of Radius Connects strategic imperatives.

What experience do you need?

  • 35 years' experience in team leader in a busy Customer Service Team, supporting multiple clients and technologies.
  • Strong knowledge of Hosted & Sip technologies, Wired/Wireless Networks, Routers, Firewalls, General IT and Telecoms.
  • Ability to communicate confidently and effectively at all levels.
  • Experience in liaising with multiple thirdparty suppliers, regularly reviewing their service and performance.
  • Knowledge of ITIL service management
  • Demonstrated ability to lead and effectively communicate with staff at all levels including to communicate with technical and non technical staff across multiple disciplines.
  • Demonstrate the ability to meet deadlines without compromising attention to detail and accuracy.
  • Proven track record in interpreting user needs to facilitate the delivery of business requirements

What can you expect of us?

  • A friendly culture that mirrors our proposition to our customers.
  • A fastgrowing organisation that defines itself as being agile and innovative
  • A drive for continuous improvement, which you will be empowered to get behind from day one.
  • A commitment to building a working environment that values inclusivity, innovation, agility, and drive

Why choose Radius? What makes us different?

  • 24th in UK Top Track 100 company.
  • Rapidly expanding global company with an entrepreneurial mindset.
  • Internal talent development programme.
  • Secondment opportunities to work in our international offices.
  • Innovative, technology driven culture.
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