Technical Support Leader

Your Job

Georgia-Pacific's IT Digital Manufacturing Team is seeking a Technical Support Leader.

This role is responsible for establishing support capabilities for the digital manufacturing tech landscape.

This role is based in the Atlanta, GA GP HQ on Peachtree Street.

The role is hybrid with the expectation of more time in the office than out.

Typically, that will be 3 days in the office.

There is potential for up to 25% travel to international locations in India and Mexico.

Our Team

The role involves standing up support teams (including US, India, and Mexico resourcing), establishing KPIs and metrics, building a robust service model, and root cause corrective actions for recurring software related downtime.

The position will not only support day-to-day operations but also foster a culture of continuous improvement and technological innovation that drives long-term success.

What You Will Do In Your Role

• Establish a global, 24/7 operational support model through collaboration with KGSI teams in India and Mexico, ensuring seamless L2 and L3 coverage for US production shifts

• Implement and standardize an ITSM framework with key processes (incident, request, problem, change management), KPIs, and metrics to drive operational excellence

• Lead and develop a specialized support team for Digital Manufacturing Technologies, optimizing capacity, training, and resource allocation across US, India, and Mexico

• Enhance system reliability and performance through proactive maintenance, two-way feedback with development teams, and continuous improvement initiatives

• Manage new site deployments, including resource coordination, installation, configuration, and comprehensive functionality testing for high performance

• Deliver exceptional customer service by adhering to ITIL best practices, monitoring KPIs, and holding the team accountable for results

• Act as the escalation point for complex issue resolution, collaborating with vendors and infrastructure teams to ensure timely solutions

Who You Are (Basic Qualifications)

• Previous experience working with MES / CMMs / eQMS / EH&S technologies (Modeling, Integration, analytics, and reporting)

• Previous experience working in an application support environment

• Previous experience leading a global team including establishing training and development programs

• Previous experience in problem solving methodologies such as ITIL

• Previous experience with software development in .NET, Java or other programming languages

• Must be willing and able to travel up to 25% internationally to India and/or Guadalajara, MX

• Must have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship

What Will Put You Ahead

• Previous experience working in the Paper, Pulp, Building Products, and CPG industries

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