Technical Support Team Lead

**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.

This is where you come in. We are on a journey of growth. We pride ourselves on being at the forefront of technology innovation and we invite you along on this journey.

**The role **

The role of **Technical Support Team Lead** is very important to us.

This position is within our successful and growing **telecoms** business, **Radius Connect Solutions.**

You will be responsible for adding value through the technical oversight, supervision, planning and organisation of our **Customer Service** team.

This team plays a vital role in providing 1st and 2nd line technical support to our telecoms customers.

You’ll use your knowledge of telecoms, including hosted and SIP technologies, wired and wireless networks, routers, and firewalls to guide the team in providing service excellence. There are 10 people in the team currently, working to ITIL practices to proactively manage and resolve reported issues within agreed SLAs.

The role is based from our **Belfast** office and reports directly into our Head of Operations for Ireland Telecoms.

**What do we expect of you?**

Although you will need to be committed to helping the team provide outstanding customer service, we are also especially keen to understand the technical knowledge that you can bring to this role.

We will be looking for you to have strong previous experience with a variety of telecoms technologies. This will include knowledge of hosted and SIP technologies, wired and wireless networks, routers, and firewalls.

In addition to that technical background, considering the nature of the team, it will be beneficial if your background includes:

- Experience in a team leader / manager / mentor role
- Experience in a busy customer support / customer service / service desk environment.
- Ability to communicate confidently and effectively at all levels.
- Experience in liaising with multiple third-party suppliers
- Knowledge of ITIL service management
- 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?**

We have ambitious plans, and our telecoms business will be one of the driving forces behind that growth

As **Technical Support Team Lead**, you will play an important role of our continued journey as a technology-driven organisation that is renowned for service excellence. For you that means interesting and rewarding work, with plenty of ongoing opportunity for progression.
- A friendly culture that mirrors our proposition to our customers.
- A fast-growing 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.
- An accessible and approachable management team.

And of course, you will be compensated competitively, with a good range of core benefits.

**Still curious?**
- We do not accept speculative agency CVs. Any CV received by Radius will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by the Talent Team._