{"id":4247746,"url":"https://alion.io/job/amcs-group-software-support-technical-team-lead","title":"Software Support Technical Team Lead","company":{"id":2530,"name":"AMCS Group","domain":"amcsgroup.com","url":"https://alion.io/company/amcs-group","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career sitemap","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cebu City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-11-13T12:02:12Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T13:10:16Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Who We Are\nAt AMCS, sustainability means business - and careers that create impact. From our roots in Ireland to our teams across Europe, North America and Australasia, we are bringing together ambitious people to help reshape the industries that sustain our world.\nWhat We Build\nWe build intelligent, cloud-based SaaS solutions that turn complex operations into smarter, more sustainable performance. Powered by AI, data and deep industry expertise, our technology helps customers optimise routes, manage recycling, improve compliance, unlock insight and move faster toward a more efficient, circular future.\nWhy Join AMCS\nJoin AMCS and be part of a global team where purpose meets performance. Here, you can grow your career, challenge what’s possible and work on technology that makes a measurable difference - for our customers, our communities and the planet\nRole Overview\nThe Team Leader is responsible for leading several smaller teams to deliver an excellent, consistent customer experience. You will run the day-to-day operation, drive performance against KPIs, manage customer escalations, and champion a culture of continuous improvement. You will coach and develop your people, remove blockers, and act as the link between the teams, senior management and the wider business.\nKey Responsibilities\nTeam Leadership\nLead, motivate and support multiple small teams, setting clear daily priorities and expectations.\n\nRun daily stand-ups/huddles, allocate and balance workload, and ensure appropriate coverage.\n\nHold regular one-to-ones, coaching sessions and performance reviews; set and track individual development goals.\n\nFoster an inclusive, accountable and collaborative team culture.\n\nManage absence, leave, rotas and capacity planning.\n\nAddress performance and conduct issues promptly and fairly, in line with company policy.\n\nKPI and Performance Management\nOwn and deliver team KPIs and SLAs (e.g. response and resolution times, backlog, customer satisfaction, customer communications).\n\nMonitor performance daily using dashboards and reports; spot gaps, trends and risks early and act on them.\n\nProduce regular performance reporting and insight for senior management.\n\nEnsure team members understand their targets and how their work contributes to wider goals.\n\nEscalation Management\nAct as the point of escalation for complex, high-priority or at-risk customer issues.\n\nTake ownership of escalations end to end: coordinate with internal teams (e.g. Development, Product, Account Management), keep customers informed, and drive timely resolution.\n\nIdentify root causes and recurring issues, and feed these back to improve products, processes and knowledge.\n\nMaintain customer relationships and rebuild confidence following service failures.\n\nContinuous Improvement\nProactively identify inefficiencies, process gaps and opportunities to improve productivity and customer experience.\n\nLead and implement improvement initiatives, measuring and communicating the results.\n\nEncourage team members to contribute ideas and take ownership of improvements.\n\nPromote knowledge sharing and keep documentation, processes and best practices up to date.\n\nCollaboration and Governance\nWork closely with other team leaders and cross-functional departments to ensure consistent service.\n\nRepresent the team in internal meetings and customer reviews as required.\n\nEnsure adherence to company policies, quality standards, and data protection and security requirements.\n\nSupport the delivery of change projects, system updates and new ways of working.\n\nSkills and Experience\nEssential\nAbility to conduct responsibilities and communications\n\nProven experience leading or supervising a team in a customer-facing, support or service environment.\n\nDemonstrated ability to manage and drive KPIs and SLAs.\n\nExperience handling customer escalations and managing difficult conversations with confidence.\n\nA continuous improvement mindset\n\nStrong coaching, communication and people-management skills.\n\nStrong organisational skills and the ability to prioritise and manage competing demands.\n\nConfident using data and reporting tools to analyse performance and inform decisions.\n\nExperience using CRM/case management systems (e.g. Salesforce or similar).\n\nDesirable\nTechnical background or knowledge (e.g. software, systems, troubleshooting or IT support). This is an advantage but not a requirement.\n\nExperience leading multiple teams or working in a multi-site/multi-region environment.\n\nContinuous improvement training or certification (e.g. Lean, Six Sigma, ITIL).\n\nExperience in a software, SaaS or technology environment.\n\nFormal leadership or management qualification.\n\nKey Competencies\nLeadership: Inspires and guides others; leads by example and holds people to account.\n\nCustomer focus: Puts the customer at the centre of every decision.\n\nOwnership and accountability: Takes responsibility for outcomes and follows through.\n\nAnalytical thinking: Uses data to find root causes and make sound decisions.\n\nResilience: Stays calm and effective under pressure.\n\nAdaptability: Embraces change and helps teams do the same.\n\nCommunication: Clear, empathetic and credible with customers, teams and senior stakeholders.\n\nMeasures of Success\nTeam KPIs and SLAs consistently met or exceeded.\n\nImproved customer satisfaction and reduced escalation volumes and ageing.\n\nEngaged, developing teams with strong retention and low unplanned absence.\n\nMeasurable efficiency gains from improvement initiatives.\n\nTimely, accurate reporting and proactive risk management.\n\nWhat We Offer\nHybrid working model that supports flexibility and collaboration.\n\nDay 1 healthcare coverage for you and up to three dependents.\n\n25 annual leave days.\n\nTransportation support through our shuttle service.\n\nFree onsite meals and coffee.\n\nAllowances and employee benefits designed to support your wellbeing.\n\nContinuous learning and professional development opportunities.\n\nGlobal collaboration and exposure across teams and regions.\n\nThe opportunity to work on technology that helps create a more sustainable future.\n\nReady to Make an Impact?\nApply today and help us build a better future for our customers, our communities, and our planet.","description_format":"text","description_chars":6199,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Continuous learning","Hybrid work","Professional development"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Transportation & Logistics","Fleet Management","Rail Transport","Waste Management"],"lifecycle":[{"event":"open","at":"2026-11-13T13:10:16Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":30,"reasons":["conf:0","win:early"],"computed_at":"2026-11-13T14:07:55Z"},"pay":null,"html_url":"https://alion.io/job/amcs-group-software-support-technical-team-lead","json_url":"https://alion.io/job/amcs-group-software-support-technical-team-lead.json","meta":{"generated_at":"2026-11-13T14:07:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28337,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2530},"rest":"https://alion.io/mcp/rest/get_company?id=2530"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Famcs-group-software-support-technical-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Famcs-group-software-support-technical-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Famcs-group-software-support-technical-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/amcs-group-software-support-technical-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Famcs-group-software-support-technical-team-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4247746}},{"tool":"search_jobs","arguments":{"company":"amcsgroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4247746},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}