GTS Site Support Lead

Company Description

Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company. We are Making Possible products and solutions that help advance the industries we serve, providing branding and information solutions that optimize labor and supply chain efficiency, reduce waste, advance sustainability, circularity and transparency, and better connect brands and consumers. We design and develop labeling and functional materials, radio frequency identification (RFID) inlays and tags, software applications that connect the physical and digital, and offerings that enhance branded packaging and carry or display information that improves the customer experience. Serving industries worldwide — including home and personal care, apparel, general retail, e-commerce, logistics, food and grocery, pharmaceuticals and automotive — we employ approximately 35,000 employees in more than 50 countries. Our reported sales in 2024 were $8.8 billion. Learn more at www.averydennison.com.

Job Description

Primary Responsibilities:

• Manage and support endpoint devices (Laptop, desktop, mobile devices, printers, thin clients) throughout their lifecycle; including provisioning, refresh, asset management and decommission
• Adhere and promote IT policies and standards
• Provide 'smart-hand' support at the site including on-call (per rotation schedule)
• Follow ITIL (Information Technology Infrastructure Library) processes such as change, incident and problem management
• Comply to and carry out SOX controls
• Take ownership of reported issues and seeing issue tickets through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve issues
• Follow standard procedures
• Provide prompt and accurate feedback to customers
• Ask customers targeted questions to quickly understand the root of the problem
• Ensure all issues are properly logged
• Warm hand-off of tickets to other support groups
• Perform other duties as assigned

Team lead tasks and responsibilities:

• Delegate tasks and set clear expectations
• Understand basic function and operation of the business unit and its role in the enterprise
• Oversee day-to-day operation and management of GTS Specialists
• Participate in the hiring process for all GTS Specialists
• Deliver feedback in realtime to direct reports
• Deliver disciplinary action up to and including terminations to direct reports
• Have regular meetings with team
• Have regular 'check-in' sessions with GTS Specialists, including GPS reviews
• Attempts to participate in On-Call support rotation shift

Qualifications:

• Bachelor's degree preferably in Computer Science, Engineering or related fields
• 6-8+ years related experience in field assigned
• Understanding and experience with information systems environments and systems; understanding of applicable computer systems, such as Microsoft Office, Lotus Notes and function specific software
• Basic understanding of ICT (information & communication technology) infrastructure
• Good verbal, data entry and written skills; communicative, in speaking and writing, in local language and English
• Ability to work in teams as well as independently
• Ability to collaborate with cross-functional groups to define and complete overall requirements
• Strong communication, training, customer service and organizational skills
• Skilled in anticipating user requirements and skilled in identifying and resolving complex problems with minimal supervision

Additional Information

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.