Technical Support Lead

CGR Services; Auckland; On-site; NZD 120,000 - 150,000; Full time

Benefits offered by this job

Employer-funded health insurance

Employer-funded life insurance

Study assistance

Annual leave purchase option

Career opportunities across global eng

Job summary

Egis is seeking an experienced Technical Support Lead in Auckland to steer technology support and business engagement across New Zealand offices. This on-site role reports to the Regional IT Director and may lead a small team of Technical Support Officers, with travel across NZ as needed.

You will own service ticket management, drive AI adoption, build Power BI dashboards, and contribute to IT budgeting and vendor management.

Qualifications

• Bachelor's degree in CS/IT or related field.
• Proven experience leading a regional IT support function.
• Strong technical knowledge across hardware, software, networking and cloud.
• Experience with Power BI dashboard development.
• Budgeting, forecasting, asset lifecycle management and cost control.
• Excellent stakeholder management and proactive, solutions-driven mindset.
• Experience in Professional Services, Architecture, Engineering or Construction is valued.

Responsibilities

• Lead IT support function across New Zealand with high-quality onsite support.
• Partner with business leads as the go-to voice on IT initiatives and decisions.
• Build strong stakeholder relationships and identify opportunities to improve user experience and adoption.
• Drive AI agents and automation to modernise IT workflows.
• Build and maintain Power BI dashboards and reporting to track service performance and asset metrics.
• Own service ticket management, documentation and escalation per ITIL standards.
• Contribute to IT budget planning, cost tracking and vendor management.
• Manage software asset management and license compliance.
• Lead training initiatives to support system changes.
• Champion diversity, inclusion and health & safety across the team.

Skills

Leadership

Stakeholder management

Data analysis

Budgeting

Customer service

Project coordination

IT strategy

Education

Bachelor's degree in CS/IT

Tools

Power BI

Cloud platforms

ITIL

Job description

Egis is looking for an experienced and proactive Technical Support Lead to lead technology support and business engagement across our New Zealand offices. Based in Auckland — our flagship office — this hands‑on, high‑impact role is central to keeping our IT operations running smoothly, driving service improvements and shaping technology strategy across the country. You'll provide advanced Level 2/3 technical support while acting as a key link between our business units and the IT team.

Reporting to the Regional IT Director and, depending on need, either operating as a standalone lead or guiding a small team of Technical Support Officers, this role combines technical expertise with leadership, business partnership and operational oversight. This is a full‑time, on‑site role based in Auckland, with as‑required travel across our New Zealand offices — as the functional lead for New Zealand, flexibility to travel and provide support across multiple locations is an important part of the role.

You will be responsible for

• Leading and coordinating the IT support function across New Zealand, setting the standard for high‑quality, customer‑focused onsite support across all offices
• Partnering with business leads as the go‑to voice on all things technology — the primary point of contact for IT‑related matters, initiatives and decisions
• Building strong stakeholder relationships across the business and proactively identifying opportunities to improve user experience, productivity and technology adoption
• Driving the adoption of AI agents and automation tools to modernise IT workflows, improve efficiency and enhance the end‑user experience
• Building and maintaining Power BI dashboards and reporting to track service performance, ticket trends, SLA compliance and asset/license metrics, turning operational data into clear, actionable insight
• Owning service ticket management, documentation and escalation processes in line with ITIL standards
• Contributing to quarterly and annual IT budget planning, cost tracking, financial reporting, technology investment decisions and vendor management
• Managing software asset management, license compliance and version control across the function
• Leading communication and training initiatives to support technical changes and system enhancements
• Championing diversity and inclusion, and promoting positive health, safety and environment practices across the team

Qualifications

Ideally, you will be an experienced IT professional ready to take the next step into a functional leadership role, with hands‑on experience leading support functions, driving change in a modern IT environment and delivering IT workplace transformation projects. In addition, you will also have:

• A Bachelor's degree in Computer Science, Information Technology or a related field (or equivalent experience)
• Proven experience leading a regional IT support function within a corporate or enterprise environment
• Strong technical knowledge across hardware, software, networking and cloud platforms
• A solid grounding in ITIL practices and enterprise technology management
• Demonstrated reporting and data analysis skills, including Power BI dashboard development and service performance reporting
• Commercial acumen, with an understanding of budgeting, forecasting, asset lifecycle management and cost control
• Excellent stakeholder management skills, with a proven ability to influence and a proactive, solutions‑driven mindset
• A strong customer service ethos — experience in retail or hospitality is a plus
• Sharp analytical and organisational skills, with the ability to prepare detailed reports and manage IT budgets
• A self‑starter attitude, comfortable working independently and juggling multiple priorities across sites
• Experience within Professional Services, Architecture, Engineering or Construction industries, which is highly regarded

Additional Information

• Genuine flexibility with hybrid and flexible working arrangements
• Employer‑funded Southern Cross health insurance
• Employer‑funded life insurance cover
• Chartership support, paid professional memberships and study assistance
• Additional annual leave purchase options
• Access to career opportunities across a global engineering, consulting and operations business
• An inclusive team culture that celebrates performance and rewards accordingly.
• Paid Primary and Secondary Carer Leave Policy, reflecting our commitment to work‑life balance.
• Support structures like our Employee Assistance Program, professional mentoring, and buddy program for new starters.

We are open to considering this role on a full‑time, part‑time or job‑share basis. Please let us know of your flexibility requirements.

Egis is committed to creating an inclusive, creative culture that embraces diversity and flexibility. We offer generous parental leave, support flexible work practices and strive to create an environment where employees can connect, collaborate, grow and succeed.

Technical Support Lead Auckland, Auckland, New Zealand