Global Technical Support Lead - 24/7 Cross-Region Impact

Gallagher; Hamilton; Hybrid; Confidential; Full time

Benefits offered by this job

Bonus program

Leadership development

Health benefits

Global impact culture

Job summary

Gallagher is seeking a Global Technical Support Lead to drive a follow-the-sun support model and deliver world-class customer experiences. You will coordinate regional teams across NZ, the UK, and the US, ensuring consistency and measurable value for customers and the business.

You will partner with Product, Engineering and Quality, using metrics to guide decisions and develop leaders to sustain high performance in a complex setting.

Qualifications

• Significant experience leading technical support or service delivery at scale.
• Experience managing global or multi-region teams.
• Proven success 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, consistency and best practice across global support teams.
• Develop and coach support leaders to build high-performing teams.
• Identify and implement continuous improvement to enhance outcomes and performance.
• Own the knowledge/content strategy to drive self-service and reduce demand.
• Lead major incident management and coordinate responses to critical issues.
• Partner with Product/Engineering/Quality to address recurring issues.
• Use data and insights to drive decisions and accountability.

Skills

People leadership

Global teams

Stakeholder management

Data analytics

Incident management

Customer outcomes

Tools

Salesforce Service Cloud

Job description

Gallagher is seeking a Global Technical Support Lead to drive a follow-the-sun support model and deliver world-class customer experiences. You will coordinate regional teams across NZ, the UK, and the US, ensuring consistency and measurable value for customers and the business.

You will partner with Product, Engineering and Quality, using metrics to guide decisions and develop leaders to sustain high performance in a complex setting.