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 forLeading and coordinating the IT support function across New Zealand, setting the standard for high-quality, customer-focused onsite support across all officesPartnering with business leads as the go-to voice on all things technology — the primary point of contact for IT-related matters, initiatives and decisionsBuilding strong stakeholder relationships across the business and proactively identifying opportunities to improve user experience, productivity and technology adoptionDriving the adoption of AI agents and automation tools to modernise IT workflows, improve efficiency and enhance the end-user experienceBuilding 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 insightOwning service ticket management, documentation and escalation processes in line with ITIL standardsContributing to quarterly and annual IT budget planning, cost tracking, financial reporting, technology investment decisions and vendor managementManaging software asset management, license compliance and version control across the functionLeading communication and training initiatives to support technical changes and system enhancementsChampioning diversity and inclusion, and promoting positive health, safety and environment practices across the team
