Head of Global Technical Support

EXCLUSIVE NETWORKS | Introduction

Exclusive Networks is the global cybersecurity go-to-market specialist that provides partners and end-customers with a wide range of services and product portfolios. With offices in over 45 countries and the ability to serve customers in over 170 countries, we combine deep local expertise with the scale and delivery of a single global organization.

Our best-in-class vendor portfolio is carefully curated with all leading industry players. Our services range from managed security to specialist technical accreditation and training and capitalize on rapidly evolving technologies and changing business models. For more information visit www.exclusive-networks.com.

At Exclusive Networks, we are passionate about making a difference. That means delivering the best to our ecosystem, shaping a prosperous and trusted digital world, and helping our people to realize their full potential.

DUTIES AND RESPONSIBILITIES | About the role

As the Head of Global Technical Support, you will lead the delivery of Exclusive Networks’ Support Services worldwide and drive the transformation from a primarily local delivery model to a global, standardized support operating model. You will ensure consistent service quality across regions, improve operational performance, and scale our support capabilities in line with customer expectations and vendor requirements.

A key part of the role will be to audit and benchmark existing support centres, then deliver an optimized global delivery operating model proposal based on capabilities, coverage, and future catalogue ambitions.

As the Head of Global Technical Support, you will:

• Define and execute the global technical support strategy aligned with business, customer and vendor priorities

• Lead the shift to a unified global operating model, with clear governance, standards and accountability

• Deliver a multi-year roadmap enabling global SLAs, follow-the-sun coverage, and consistent processes

• Audit and benchmark global support centres

• Build and present an optimized delivery model proposal, including footprint, consolidation opportunities and new centre roles.

• Own global performance management through SLAs, KPIs and continuous improvement initiatives

• Ensure scalable execution across support centres

• Drive vendor readiness and compliance

• Build the global support leadership structure and manage regional Support Managers under one governance model

• Centralize accountability and align reporting lines into the Global Support service line

• Lead support platform modernization and integration into the broader IT architecture roadmap

• Improve customer experience and efficiency through standard tools, automation, and knowledge management

• Leverage the global delivery network to create and scale unique support services

• This role requires moderate international travel, primarily across Europe, to engage with regional teams, key customers, and partners. Occasional travel to APAC or other regions, as well as vendor headquarters and industry events, may be needed.

• Most collaboration will be managed remotely, but the successful candidate must be comfortable working across time zones and available for in-person strategic meetings and key transformation milestones when required.

QUALIFICATIONS AND EXPERIENCE | About you

The ideal Head of Global Technical Support:

• 5+ years of experience in Technical Support / Support Services leadership, including multi-country or global scope

• Proven track record delivering support operating model transformations

• Strong experience building and managing global performance management

• Experience/ Ability to assess, restructure and optimize support centre footprints through audits, capability benchmarking, and delivery model design

• Solid understanding of support economics (margin, cost allocation/recharge models, staffing ratios, workforce planning)

• Experience leading systems & tools modernization

• Strong stakeholder management across Finance, IT, Sales, Services, and regional leadership, with the ability to drive alignment and adoption

• Vendor and escalation readiness experience (certifications, runbooks, governance, compliance), ideally in the cybersecurity/IT ecosystem

• Excellent communication and leadership skills in an international environment (English required; additional languages are a plus)

• AI knowledge is a strong plus, particularly around support automation, chatbots, intelligent ticket routing, and knowledge management optimization.

• Candidates must be based in Europe

WHO ARE EXCLUSIVE NETWORKS? | Why work for us

We are people focused and strongly believe that talent empowers us to continue our dynasty of disruption and growth in the future. Our Mission is to drive the transition to a totally trusted digital world for all people and organizations. Visit our website www.exclusive-networks.com.

We are proud to be an Equal Opportunity Employer. We are committed to the recruitment and hiring of individuals from diverse backgrounds and experiences, as we believe this strengthens our ability to develop superior solutions, make informed decisions, and better serve our valued customers. We do not discriminate against individuals on the basis of race, religion, color, national origin, gender, sexual orientation, disability status, or any similar characteristic. Employment decisions are made solely on the basis of qualifications, merit, and business need. Please click here to review our Diversity and Inclusion Policy for further information.

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If you think the open position you see is right for you, we encourage you to apply!
Our people make all the difference in our success.