Radius Technologies
Due to growth and expansion, Radius Technologies is seeking candidates for several positions including Accounts Administrator, Helpdesk Service Desk Manager, Engineering Operations Manager and IT Project Manager to join its Waterford-based team.
Accounts Administrator (Bookkeeper)
Key Responsibilities:
• Accounts payable and receivable.
• Daily post and processing.
• Processing weekly supplier invoices, receipts & payments
• Dealing with supplier payments
• Creditor reconciliation
• Raising queries and credit requests with suppliers
• Monthly sales invoicing, standing charges and renewals
• Preparing and issuing sales invoices
• Debtors collections and reconciliation
• Dealing with customer/supplier queries
• Bank reconciliations via SAGE and online banking
• Credit Card processing and statement checking
• Vat Returns
• Assisting sales team with customer queries
• Assisting with month Management accounts
• Various ad-hoc duties and reports
Essential Requirements:
• Min of 3 – 5 years’ experience in accounting / bookkeeping position
• Expertise in Sage Line 50 (min 3 years)
• Strong Excel skills (Min 3-year experience)
• Ability to work independently and as part of a team
Competencies required:
• Customer Service - Putting the customer at the heart of all decision making ensuring quality care is all a priority
• Communications Skills - Strong written and verbal communication skills
• Planning and Organisational Skills - The individual must have the ability to effectively plan, organise and prioritise tasks to ensure deadlines are achieved
• Attention to detail – continually checking work to ensure delivery of the highest quality
• Problem solving and analytical skills – ability to use critical thinking and a logical and methodical approach to solving problems.
Helpdesk Service Delivery Manager
Key Responsibilities:
• Set and achieve KPIs and objectives for key deliverables e.g., SLA %, Aged Tickets, dropped calls, helpdesk engineers utilisation, etc.
• Develop current systems (IT Glue / BrightGauge, etc.) and recommend / introduce new systems that will improve efficiencies, performance, and customer satisfaction.
• Helpdesk Staffing management – including training, development, appraisals, hiring etc. Ensure adequate and capable resources are in place to meet the needs of the business
• Manage and resolve customer complaints in relation to service delivery, recording and reporting root causes analysis, corrective and preventive action
• Measure client satisfaction via customer surveys and address any issues or suggestions for improvements
• Procedures / Standardisation – ensure service delivery is executed to agreed standards, procedures, and policies
• Generate ideas for improvements aimed at enhancing performance and effectiveness at company, team, and personal levels
• Manage service delivery on behalf of the client and oversee technical escalations through to completion from call logging through to Level3 and onsite engineering
• Implement new client onboarding processes – manage the introduction of Radius Helpdesk services teams to new clients
• Ensure all the functions / tasking / teams operate within the company’s commercial targets.
• Be a role model for the Radius ethos, culture, and values
• Ensure the Radius Gold Standard is maintained for all clients
• Implement and monitor a process of constant improvement on service delivery
Essential Requirements:
• Degree level qualification or related industry experience in an IT discipline or relevant industry experience (minimum 5 years)
• Minimum 5 years team / people management experience in a technical service delivery environment
• Commercial understanding SLAs, productivity measures and customer satisfaction
• Flexible and versatile with the ability to work in a dynamic environment
• Passionate self-starter driven to achieve results
• Strong decision maker – design and implement best practice around excellent customer services.
Desired requirements:
• Prior experience in servicing the SME sector within a service delivery team / helpdesk environment
Competencies required:
• Customer Service - Putting the customer at the heart of all decision making ensuring quality care is always a priority
• Leadership – lead, mentor and develop the team to get the desired business outcomes
• Decision making – the ability to make decisions in a timely and effective manner utilising data to back up decisions
• Communications Skills - Strong written and verbal communication skills are essential to enable the individual to effectively communicate with all stakeholders
• Planning and Organisational Skills - The individual must have the ability to effectively plan, organise and prioritise tasks to ensure deadlines are achieved
• Attention to detail – continually checking work to ensure delivery of the highest quality
• Technical understanding and competence – ability and winningness to learn new technologies
Engineering Operations Manager
Key Responsibilities:
• Deliver a sustainable, profitable model for the professional services resources and practices, with monthly and quarterly revenue and utilisation targets
• Effectively manage the team members to ensure team objectives and business goals are achieved
• Effective and efficient scheduling of team members workload to achieve full utilisation
• Ensure team members are recording their time and review and authorise same
• Conduct individual performance reviews as per the performance management cycle
• Contribute to development and management of training and development plans for team members
• Collaborate with sales and architect teams to identify potential new services offerings
• Manage and resolve resourcing issues and contribute to business unit/area development plans
• Deliver exemplary customer service, including the maintenance of customer relationships to ensure repeat customers by taking care of any customer concerns or complaints quickly and professionally
• Develop and maintain productive relationships with inside sales team and client account managers
• Provide assistance to sales team and manage resource utilisation in selling and delivery of professional services to clients
• Have an extensive working knowledge of industry standards and practices, including product details and company services offered
Essential requirements:
• Technical Degree with related Industry qualifications (Microsoft Server admin, Project management and delivery / Lean / Prince / ITIL)
• 5+ years’ experience in managing the delivery of professional services projects within the ICT industry
• 5+ years’ previous service delivery and people management experience in a technical environment required
• Comprehensive industry knowledge of SME industry (5 – 250 user sites)
• Strong technical background, in delivery of Microsoft server and client application systems
• Proven ability to understand and help to solve the challenges and issues faced by technical consultants on a daily basis
• Strong demand and resource capacity management experience required
• Ability to interpret and understand client’s needs/requirements – support with technical presales and technical solutions design
• Demonstrable experience of best practice standards and methodologies for service management and delivery
• Full driving Licence essential
Desired requirements:
• Commercial acumen with a deep understanding of consultancy led sales and delivery
Competencies required:
• Customer Service - Putting the customer at the heart of all decision making ensuring quality care is always a priority
• Leadership – lead, mentor and develop the team to get the desired business outcomes
• Decision making & problem solving – the ability to make decisions in a timely and effective manner utilising data to back up decisions
• Communications Skills - Strong written and verbal communication skills are essential to enable the individual to effectively communicate with all stakeholders
• Planning and Organisational Skills - The individual must have the ability to effectively plan, organise and prioritise tasks to ensure deadlines are achieved while multitasking in a fast paced and changing environment
• Attention to detail – continually checking work to ensure delivery of the highest quality
IT Project Manager
Key Responsibilities:
• Working with the scheduling department and Sales team and client account manager to deliver projects to clients
• Manage the project delivery with on-site field service team and Client’s account managers and sales team to ensure projects and License are coordinated and delivered / installed and on time, budget and meet and exceed client expectations,
• Manage all communications and client interactions pre, during and post project deployment
• Liaise with the Sales team in generating specifications and Install instructions
• Work closely with the service delivery manager and Sales team to ensure timelines and client deliverables are met
• Meet with client companies and plan/agree deliverables, to include technical deliverables, equipment installation timelines and configurations
• Manage any engineering escalations during the Install project
• Carry out post Install client surveys – ensuring client expectation are surpassed – process oof continued improvement
• Identify any sales opportunities on site and liaise with the sales team and account managers in quoting for additions
• Assist in Scoping projects and upgrades with the Sales Managers and inside sales team
• Liaising with third parties ensuring project and 3rd party requirement are met and delivered,
• Mentor and develop the field engineering team – in customer interactions and communications
• Liaise with HR in relation to recruitment, employee performance, training, etc.
• Continuous improvement – identification of opportunities to improve the quality and delivery of our service and projects, process improvement and process design and implement action plans to achieve same.
• Audit the Install teams work to insure consistency of the quality and the delivery of our service.
• Be a role model for the Radius ethos, culture, and values
• Ensure the Radius Gold Standard is maintained for all clients
Essential Requirements:
• Degree level qualification in an IT discipline
• Technical experience Min 5 years (preferrable Field service engineer)
• Project Management qualification and experience
• Commercial focus
• Prior experience working with SME’s
• Strong People management skills
• Flexible and versatile and open to change and constant improvements
Competencies required:
• Customer Service - Putting the customer at the heart of all decision making ensuring quality care is always a priority
• Leadership – lead, mentor and develop the team to get the desired business outcomes
• Decision making & problem solving – the ability to make decisions in a timely and effective manner utilising data to back up decisions
• Communications Skills - Strong written and verbal communication skills are essential to enable the individual to effectively communicate with all stakeholders
• Planning and Organisational Skills - The individual must have the ability to effectively plan, organise and prioritise tasks to ensure deadlines are achieved while multitasking in a fast paced and changing environment
• Attention to detail – continually checking work to ensure delivery of the highest quality
To apply for any of these positions, email your CV and cover letter to [email protected].
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