Technical support team leader Work, Jobs in Broughton Astley, Lec (with Salaries)

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Technical Support Team Leader

Gallagher -
Warwick

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Job details

3 days ago

Qualifications

Customer service
Technical support
Customer support
Communication skills
Help desk

Full job description

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 and Europe and exports to over 160 countries, we’re proud to be unlocking globally focused career paths for UK based candidates. We’re painting the future of what’s possible. Come join us.

The Opportunity

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.

Your role at a glance:

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.

The Fit

We’re looking for a technically strong, customer-focused leader who enjoys solving complex issues and helping others grow. You’ll bring a calm, resilient approach, strong communication skills, and the ability to guide a team through changing demands while maintaining a high standard of service. This role will suit someone who is equally comfortable leading people, working through detailed technical problems, and collaborating across regions to improve the overall customer support experience.

What you’ll bring:

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.

Why Gallagher?

At Gallagher, we’re proud of our people-first culture. You’ll be trusted, supported, and given the opportunity to build strong relationships across an international business that values collaboration, ownership, and continuous improvement.

This role is based in our Warwick, UK office, where you’ll be part of a close-knit, high-performing team that plays a critical role in supporting our European operations.

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

If you’re looking for a role where your organisation skills, professionalism, and people-focus will be genuinely valued, we’d love to hear from you. Applications will be reviewed as they are received, and an appointment may be made before the listing closes.

Apply Now

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Technical Support Team Leader

Service Desk Roles (1. Service Desk Lead/ 2.Service Desk Analysts)

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