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