Technical Solutions Team Lead

The Technical Solutions Team Lead is a key leadership role at Tribe. It is both a hands on, customer facing technical role and a people leadership role, with direct responsibility for customer relationships, technical delivery, and the day-to-day leadership of the Technical Solutions Team. 

At its core, this role exists to make sure our customers are genuinely well supported and well looked after. You spend a significant part of your time engaging directly with customers – building trusted, long-term relationships, understanding what matters to them, and helping them achieve their outcomes through the effective and practical use of technology. When things go wrong, you are there to support them. When decisions need to be made, you provide clear, expert advice they can rely on.  

Alongside this customer work, you lead from the front technically. You deliver key technical projects, contribute to complex support and troubleshooting, and stay current with modern technologies so you can guide both customers and your team with confidence. You pitch in wherever needed, because our customers are at the center of everything we do. 

Just as importantly, this is a team leadership role. Your focus is on helping the Technical Solutions Team be awesome. You work closely with the team every day to guide, mentor, and empower them – developing their technical capability, troubleshooting skills, and customer facing soft skills. You foster strong teamwork within your team and collaborate closely with other teams across Tribe. You work with your manager to ensure your team members are supported, growing, and doing their best work – because your success comes from their success. 

You are also accountable for delivering positive commercial outcomes for Tribe, through the effective delivery of support and project work across your team and the wider Technical Solutions Team.  
You bring ideas, insight, and energy to Tribe, and you actively invest in your own development as a leader and technologist. In return, Tribe is committed to supporting your growth and learning as part of our long-term business plan. 

Team Leadership Responsibilities: 

• Lead & mentor your team. Work with your manager to deliver consistent & impactful individual HR review processes through our HR platform in accordance with Tribe standards, ensuring your team can both be their best today and improve for tomorrow. 

• Be a Leader. Bring your energy, enthusiasm, thoughts and active contributions daily – own your team outcomes! Be an advocate for your people and involve them where you can in leading positive change. 

• Drive performance. Deliver to targets & KPIs – whether individual or team based make sure your team know what’s expected of them and have the necessary support to achieve. 

• Manage customer escalations and actively seek feedback from customers on how your team could improve engagement, relationships and our approach to customers. 

• Work with your manager and other team leads to ensure correct team allocations are made, managing resource allocations and planning. Participate in operational meetings, helping to share learnings and drive improvements across the wider team, and ensuring that our regions are connected with each other. 

• Own any critical issues or problems with the team, making sure that root cause analysis takes place and that any corrective action is followed through and completed.

Skills and Work Experience
Required: 

• Experience in working within a high performing Managed Services, Managed IT Services, or IT Service delivery environment.  

• Proven experience in managing a high performing team. 

• Minimum 8+ years relevant industry experience. 

• Excellent interpersonal skills with a strong customer-service focus. 

• Excellent technical problem solving and analytical skills.