IT Support Lead, Support

IT Support Lead, Support

**Location**:Berrini, BR**Function**:Information Technology**Part-time or Full-time**:Full-Time**Job Type**:Employee**Workplace type**:Hybrid**Join Amcor and you can be part of the team that makes the packaging of the future better for people and our planet.**

Here at Amcor, we work together every day to make a positive impact on the lives of millions of people across the globe by providing packaging for essential products, including food, beverages, pharmaceutical, medical, home and personal care. We are sustainability leaders in our industry, and we were the first global packaging company to commit to making all our products recyclable or reusable by 2025. In addition, our products play a vital role in a circular economy as we are working toward 30% recycled material across our portfolio by 2030, and we are one of few packaging companies committed to using science-based targets and achieving net zero emissions by 2050.

We are always looking for talented and passionate individuals who are motivated to make a difference. Working at Amcor means you will have a unique opportunity to be a part of an organization that is committed to innovating and driving new solutions to create more sustainable packaging solutions.

**About the role**
- IT Team Lead assists the IT Operations Manager in providing high quality, timely and cost-effective solutions in
objectives, deliverables and professional development.
This position acts as a strategic bridge between information technology and business stakeholders by
understanding business needs and opportunities for improvement.
A working knowledge of the solution area, architecture and technical acumen is essential in this role.**Key Job Accountabilities**
- The IT Support Lead is responsible for:
**Tactical people management**:

- Supervise and lead a team of IT support specialists.
- Allocate tasks, set priorities, and ensure efficient workflow within the team.
- Foster a positive and collaborative work environment.
- Conduct training sessions for support specialists to enhance their technical skills.
- Foster a culture of continuous learning and professional development within the team.

**Technical Issue Resolution and User support**:

- Handle escalated technical issues - sometimes out of office hours, providing expertise and guidance to
- resolve complex problems.
- Ensure timely and effective solutions to minimize downtime for end-users.
- Collaborate with team members to troubleshoot and diagnose issues.
- Interface with end-users to understand and address their IT concerns.
- Communicate technical information in a clear and understandable manner.
- Provide excellent customer service and strive for high user satisfaction.
- Ensure comprehensive documentation of IT support processes, solutions, and configurations.
- Foster knowledge sharing within the team to enhance collective expertise.
- Coordinate with other IT teams for seamless integration and resolution of cross-functional issues.
- Participate in meetings to align support strategies with broader IT goals.

**Technology Assessment and Reporting/ Analysis**:
- Keeps track of technological advancements and recommends relevant updates to improve support
- services.
- Evaluate new tools and technologies that can enhance the efficiency of the IT support team.
- Generate reports on support metrics, analysing trends and identifying areas for improvement.
- Provide regular updates to management on team performance and key support indicators.
- Implement quality assurance measures to ensure consistency and effectiveness in support delivery.
- Conduct periodic audits to maintain service quality standards.
- Drive Root-cause analysis for impactful and recurrent incidents; ensure the preventive actions are put in
- place and causes are eradicated.

**Vendor Management**:
- Collaborate with vendors for hardware, software, and third-party support services.
- Evaluate and manage service contracts to optimize cost and service quality, following Procurement

**Polices and Procedures.**
- Oversee the day-to-day operations of Amcor´s Service Desk.
- Monitor ticket queues, ensuring timely response and resolution.
- Implement and optimize processes for efficient ticket handling.
- Policy and Procedure Implementation:

- Develop and implement IT support policies and procedures.
- Ensure adherence to industry best practices and compliance with organizational standards.

**Qualifications/Requirements**
- 5-7 years of work experience in IT, including support and infrastructure experience; experience in a global environment preferred
- Proven experience leading teams
- Bachelor’s degree required, in computer science, management information systems, business or a related field. Master’s degree is desirable
- Demonstrate good communication skills, team management expertise, and problem-solving skills
- Working knowledge of end to end architecture standards involving areas of expertise
- Agility, sound