Global Technical Support Director

Gallagher Group Limited; Hamilton; Vor Ort; NZD 140.000 - 190.000; Vollzeit

Benefits dieser Stelle

Bonus opportunities

Professional development

Health and wellbeing benefits

Global collaborative culture

Zusammenfassung

Gallagher Group Limited is seeking a Global Technical Support Lead to oversee a follow-the-sun support model and deliver consistent, high-quality assistance to customers worldwide. You will collaborate with Product, Engineering, Quality, and regional leaders to drive operational excellence and measurable value.

You will be responsible for leading regional teams, coaching leaders, and embedding continuous improvement across the support function.

Qualifikationen

• Experience leading technical support, service delivery, or contact centre ops at scale.
• Experience managing global or multi-region teams, preferably in follow-the-sun models.
• Proven track record of developing leadership capability within teams.
• Strong use of operational metrics and analytics to drive performance.

Aufgaben

• Lead Gallagher's global technical support function across regions and time zones.
• Drive alignment and best practices across global support teams.
• Develop and coach support leaders to build high-performing teams.
• Own knowledge/content strategy to enable self-service and reduce demand.
• Lead major incident management processes for critical issues.
• Partner with Product, Engineering and Quality to improve supportability.
• Use data and insights to drive decisions and accountability.

Kenntnisse

People leadership

Global team leadership

Stakeholder management

Data-driven decision making

Change management

Tools

Salesforce Service Cloud

Jobbeschreibung

Gallagher Group Limited is seeking a Global Technical Support Lead to oversee a follow-the-sun support model and deliver consistent, high-quality assistance to customers worldwide. You will collaborate with Product, Engineering, Quality, and regional leaders to drive operational excellence and measurable value.

You will be responsible for leading regional teams, coaching leaders, and embedding continuous improvement across the support function.