Global Technical Support Lead

Gallagher Security; Hamilton; Vor Ort; NZD 120.000 - 160.000; Vollzeit

Benefits dieser Stelle

Competitive remuneration

Leadership development

Health benefits

Collaborative culture

Zusammenfassung

Gallagher Security in New Zealand seeks a Global Technical Support Lead to unite customer-facing support across international markets. You will set the direction, build leaders, and deliver a consistent, high-quality experience worldwide.

You’ll empower regional teams, manage KPIs and SLAs, and drive continuous improvement while balancing customer satisfaction with operational efficiency and business priorities.

Qualifikationen

• Significant leadership experience in technical support or customer service.
• Experience leading distributed teams across regions.
• Strong understanding of global support operations and service delivery.
• Experience managing KPIs, SLAs and customer satisfaction.
• Experience using CRM platforms, especially Salesforce Service Cloud.

Aufgaben

• Lead regional support teams and establish clear expectations for service performance.
• Drive continuous improvement across global support operations.
• Ensure a consistent, high-quality technical support experience for customers and partners.

Kenntnisse

Leadership

Distributed teams

Global operations

KPIs & SLAs

CRM platforms

Salesforce Service Cloud

Knowledge management

Change leadership

Commercial awareness

Stakeholder management

Tools

Salesforce Service Cloud

Jobbeschreibung

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

We’re looking for an experienced Global Technical Support Lead to lead our customer-facing technical support function across Gallagher Security's international markets.

This is a functional leadership role, responsible for setting the direction, developing our people and ensuring we deliver a consistent, high-quality technical support experience for customers and channel partners around the world.

You’ll lead and empower regional support teams, establish clear expectations for service performance and drive continuous improvement across our global support operations.

About You

We’re looking for an established leader who has demonstrated success building, leading and improving customer-facing technical support operations.

You’ll Bring

• Significant leadership experience in technical support or customer service delivery, ideally within a global technology organisation.
• Proven ability to lead distributed teams, develop leaders and build high‑performing teams.
• Strong understanding of global support operations, service delivery, escalations and continuous improvement.
• Experience managing KPIs, SLAs and customer satisfaction to drive service excellence.
• Experience using CRM platforms, such as Salesforce Service Cloud, and knowledge management to improve support delivery.
• Proven ability to lead change, transform support functions and develop effective service and incident management models.
• Strong commercial awareness, balancing customer experience, operational efficiency and business priorities.
• Excellent communication and stakeholder management skills, working across Product, Engineering, Sales and regional teams.

This role is about leading a global support organisation, not being the most technically experienced person in the room. You’ll bring the leadership experience, commercial awareness and operational expertise to build a function that delivers outstanding outcomes through its people.

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.