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Gallagher Group Logo Gallagher Group · IT - Administration

Technical Support Team Leader

United Kingdom, Warwick · Job Posted June 15, 2026
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Job Description

This is an exciting opportunity to play a key role in expanding Gallagher's global technical support capability. As Technical Support Lead, you will establish and lead a new UK-based Tech Support team, helping broaden our global support offering through a follow-the-sun approach. You'll oversee the European Tech Support desk, support complex escalated issues, and ensure Gallagher Security customers, channel partners, and internal teams receive world-class service across time zones. Alongside day-to-day leadership, you'll lift team capability through coaching, knowledge sharing, and a strong focus on consistent customer outcomes.

Job Responsibility

  • Establish and lead a new UK-based Technical Support team, building capability and setting the team up for success
  • Run the European Tech Support desk, ensuring timely, accurate resolution of escalated customer issues
  • Coach and support Technical Support Engineers to troubleshoot effectively, identify root causes, and deliver quality outcomes
  • Partner with regional teams, customer support, and development teams to investigate and resolve software and hardware issues
  • Capture detailed technical support interactions in CRM systems and contribute to a strong, useful knowledge base
  • Promote a consistent, professional, customer-focused approach that builds trust with customers, channel partners, and internal teams

Requirements

  • Strong understanding of IS networking and device troubleshooting
  • Experience in a helpdesk, technical support, or customer service-based environment, with leadership or mentoring responsibility
  • Ability to coach others to investigate issues thoroughly, identify root causes, and document information clearly for wider teams
  • Customer-focused communication skills, both written and verbal, with a commitment to delivering world-class service
  • A quality-oriented, adaptable approach and the ability to remain calm and effective under pressure
  • Knowledge of access control systems and/or Command Centre would be advantageous

Nice to have

Knowledge of access control systems and/or Command Centre would be advantageous

What we offer

  • Competitive salary and bonus opportunities
  • Strong team spirit - enjoy social activities, team-building events, and team lunches throughout the year
  • A sustainability programme - get involved in volunteering with our supported charities and make a difference
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