Position Overview
- The Team Lead Technical Support is a strategic leadership role responsible for defining the team's vision, mission, and strategy while ensuring alignment with, partners, departmental and company objectives. This position focuses on strategic oversight, resource planning, and performance optimization rather than day-to-day operational management.
Team Structure
- Internal team: 25 people managed through 2 managers
- Outsourced team: 40 people managed through 1 outsourcing partner
>> Key Responsibilities
- > Strategic Leadership & Vision
- - Define and communicate the team's vision, mission, and strategic direction
- - Ensure alignment with departmental and Pennylane's overall objectives
- - Set priorities and mobilize resources based on team, departmental, and company goals
- - Make strategic decisions with broad impact (departmental scale) based on KPIs and risk/opportunity analysis
- - Define quarterly team objectives in alignment with overall Support team goals set by the Head of Support
- > Team Management
- - Supervise individual contributors (ICs) and/or Assistant Team Leads (ATLs)
- - Lead through strategic guidance, planning, and resource allocation
- - Manage and coordinate an outsourced team through a third-party partner
- - Develop a macro-level view of team talent across both internal and external resources
- - Define collective and individual skill development paths aligned with strategic objectives
- - Build team cohesion around common goals while fostering a motivating environment and upholding company values
- > Resource & Performance Management
- - Organize resource management (forecasting, hiring plans) for both internal and external teams
- - Evaluate and optimize collective performance over the medium and long term across all resources
- - Monitor team objective achievement and adjust action plans accordingly
- - Organize resources and implement effective processes to optimize overall performance
- - Maintain critical oversight of team processes and working methods
- Ensure effective coordination between internal teams and outsourcing partners
- > Communication & Collaboration
- - Ensure high-level internal and external communication regarding vision, key milestones, and risks/opportunities
- - Communicate information clearly and appropriately, sharing the right level of detail with the right people at the right time while respecting confidentiality requirements
- - Ensure effective cross-team and cross-departmental collaboration
- - Manage the relationship with the outsourcing partner to ensure alignment and performance
- - Provide management visibility on analyses and implemented solutions
- > Risk Management & Quality Assurance
- - Continuously assess risks and opportunities and take initiatives to address them
- - Handle complex escalations and sensitive interpersonal conflicts
- - Guarantee customer experience standards and take necessary measures to maintain/improve overall quality
- - Ensure consistent quality standards across both internal and external teams
>> Required Qualifications
- > Experience
- - Minimum 5 years of management experience, including at least 3 years as a manager of managers
- -Experience managing outsourced teams and vendor relationships
- - Fluent in English - mandatory
- - Significant experience in customer relations and large portfolio management
- - Necessary technical competencies in Support Operations
- - Proven ability to coordinate large-scale operations (65+ team members across internal and external resources)
- > Leadership Competencies
- -Strategic thinking and vision-setting
- -Strong decision-making abilities
- -Excellent communication and stakeholder management
- -Resource planning and optimization
- -Performance management and team development
- -Conflict resolution and escalation management
- - Vendor and partner management
