IT Support Lead

• 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.

• 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.

• 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.

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

• 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.

• 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 judgment, independent thinking, follow-through, and initiative
• Energy and passion with an eye towards continuous improvement in self and business processes
• Clear verbal and written communications; is able to translate between business and technical vocabulary easily
• Capable to express him/herself in English language in meetings, presentations or written.
• Ability to effectively work cross-functionally with a proven high level of facilitation skills in a global environment
• Must be results orientated with the ability to prioritize and focus, respond to needs quickly and meet deadlines
• Strong organizational skills and the ability to work well both independently and as a member of a team
• Demonstrates drive, purpose, high engagement and ownership
• Strong hardware and software skills
• The ability to handle high volume

Amcor