Global Technical Support Lead

Gallagher Group Limited; Hamilton; On-site; NZD 140,000 - 190,000; Full time

Benefits offered by this job

Bonus opportunities

Professional development

Health and wellbeing benefits

Global collaborative culture

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

People leadership

Global team leadership

Stakeholder management

Data-driven decision making

Change management

Tools

Salesforce Service Cloud

Job description

About Gallagher

Our purpose at Gallagher is ‘Protect what matters most’ and we live it every day, whether that’s protecting the world’s highest security environments or agricultural businesses, we care deeply about our people, their families, and our wider communities.

Gallagher Security is on a mission to unlock more value for our customers through the power of our people and solutions. Our culture is entrepreneurial in spirit, complex, challenging, and ever changing. With operations in New Zealand, Australia, Asia, Africa, USA, Canada, the UK, Europe and the Middle East, and exports to over 160 countries, we’re proud to be unlocking globally focused career paths for candidates. We’re painting the future of what’s possible. Come join us.

This is an exciting opportunity to lead and shape a global technical support function that delivers world-class customer experiences around the clock. You'll play a key role in bringing together regional teams across New Zealand, the UK and the US, driving operational excellence, continuous improvement, and a culture where people and performance thrive

About the Role

As Global Technical Support Lead, you'll lead Gallagher's global technical support function and oversee a follow-the-sun support model that provides consistent, high-quality support to customers worldwide. You'll work closely with Product, Engineering, Quality, Customer Support, regional leaders and other key stakeholders to ensure support operations deliver measurable value for both customers and the business.

Key responsibilities include:

• Leading Gallagher's global technical support function across multiple regions and time zones

• Driving alignment, consistency and best practice across global support teams

• Developing and coaching support leaders to build high-performing teams

• Identifying and implementing continuous improvement initiatives that enhance customer outcomes and operational performance

• Owning the technical support knowledge and content strategy to drive self-service and reduce support demand

• Leading major incident management processes and coordinating responses to critical customer issues

• Partnering with Product, Engineering and Quality teams to address recurring issues and improve supportability

• Using data, metrics and insights to drive decision-making, accountability and service excellence

• Managing strategic relationships with key end user accounts

About You

You're an experienced people leader who thrives on building high-performing teams and delivering exceptional customer outcomes. You enjoy bringing structure to complex environments, influencing stakeholders across functions and regions, and driving meaningful improvements that make a lasting impact.

We're looking for someone who has:

• Significant experience leading technical support, service delivery or contact centre operations at scale

• Experience managing global or multi-region teams, ideally within a follow-the-sun support model

• Proven success leading leaders and developing leadership capability within teams

• Strong experience using operational metrics and analytics to drive performance and continuous improvement

• Excellent stakeholder management skills and the ability to influence across technical and non-technical functions

• Experience leading change, transformation and service improvement initiatives

• Strong commercial acumen and a customer-first mindset

• Exceptional communication, coaching and people leadership skills

Experience with CRM platforms such as Salesforce Service Cloud, knowledge management strategies, premium support models, incident management frameworks, or support function transformation would be highly regarded.

Why Gallagher?

Gallagher is one of New Zealand's most respected technology companies, with a global reputation for innovation. Our solutions help protect what matters most and are trusted by customers around the world.

When you join Gallagher, you'll have the opportunity to shape a truly global function, work alongside talented people across multiple regions, and make a direct impact on customer experience, team capability and business performance.

We offer:

• Competitive remuneration and bonus opportunities

• Professional development and leadership growth opportunities

• Access to health and wellbeing benefits

• A collaborative, values-driven culture with global impact

Applications will be reviewed as they are received, and the role may be filled before the closing date.