{"id":2420904,"url":"https://alion.io/job/gallagher-global-technical-support-lead","title":"Global Technical Support Lead","company":{"id":50149,"name":"Gallagher","domain":"gallagher.com","url":"https://alion.io/company/gallagher","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hamilton, New Zealand"],"countries":["NZ"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false}],"status":"live","first_seen_at":"2026-10-13T02:42:50Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T04:34:25Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About Gallagher\nOur 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.\nGallagher 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.\nThis 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\nAbout the Role\nAs 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.\nKey responsibilities include:\nLeading Gallagher's global technical support function across multiple regions and time zones\n\nDriving alignment, consistency and best practice across global support teams\n\nDeveloping and coaching support leaders to build high-performing teams\n\nIdentifying and implementing continuous improvement initiatives that enhance customer outcomes and operational performance\n\nOwning the technical support knowledge and content strategy to drive self-service and reduce support demand\n\nLeading major incident management processes and coordinating responses to critical customer issues\n\nPartnering with Product, Engineering and Quality teams to address recurring issues and improve supportability\n\nUsing data, metrics and insights to drive decision-making, accountability and service excellence\n\nManaging strategic relationships with key end user accounts\n\nAbout You\nYou'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.\nWe're looking for someone who has:\nSignificant experience leading technical support, service delivery or contact centre operations at scale\n\nExperience managing global or multi-region teams, ideally within a follow-the-sun support model\n\nProven success leading leaders and developing leadership capability within teams\n\nStrong experience using operational metrics and analytics to drive performance and continuous improvement\n\nExcellent stakeholder management skills and the ability to influence across technical and non-technical functions\n\nExperience leading change, transformation and service improvement initiatives\n\nStrong commercial acumen and a customer-first mindset\n\nExceptional communication, coaching and people leadership skills\n\nExperience 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.\nWhy Gallagher?\nGallagher 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.\nWhen 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.\nWe offer:\nCompetitive remuneration and bonus opportunities\n\nProfessional development and leadership growth opportunities\n\nAccess to health and wellbeing benefits\n\nA collaborative, values-driven culture with global impact\n\nApplications will be reviewed as they are received, and the role may be filled before the closing date.","description_format":"text","description_chars":4456,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Electrical Equipment & Cables","Access Control & Alarm Systems"],"lifecycle":[{"event":"open","at":"2026-10-13T05:05:00Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":28,"reasons":["conf:1","win:early"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/gallagher-global-technical-support-lead","json_url":"https://alion.io/job/gallagher-global-technical-support-lead.json","meta":{"generated_at":"2026-10-14T09:52:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11206,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":50149},"rest":"https://alion.io/mcp/rest/get_company?id=50149"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgallagher-global-technical-support-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgallagher-global-technical-support-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgallagher-global-technical-support-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/gallagher-global-technical-support-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgallagher-global-technical-support-lead"}]}