Team Lead - Client Technical Support Engineer

- Define and communicate the teams vision, mission, and strategic direction - Ensure alignment with departmental and Pennylanes 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 - 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 - 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 - 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 - 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