Team Lead, IT On-Site Support Services - North America

Magnera's purpose is to better the world with new possibilities made real. For more than 160 years, the originating companies have delivered the material solutions their partners need to thrive. Through economic upheaval, global pandemics and changing end-user needs, they have consistently found ways to solve problems and exceed expectations. By bringing together these legacy companies, the distinct scale and comprehensive portfolio of products will bring customers more materials and choices. With a combined legacy of resilience, Magnera will build personal partnerships that withstand an ever-changing world.

The Team Leader, IT On-site Support Services – North America is a hands-on team lead responsible for leading and coordinating on-site IT support operations in North America. This role ensures high-quality technical support for end-user devices, infrastructure, and workplace technologies, while managing a team of IT support specialists. The Team Lead will collaborate with global IT counterparts, third-party service providers, and internal stakeholders to deliver seamless support services and drive continuous improvement.

• Lead and manage regional on-site IT support teams, ensuring timely and effective resolution of technical issues.
• Oversee installation, configuration, and maintenance of PCs, mobile devices, IP phones, scanners, label printers, and other IT hardware.
• Monitor the North America IT incident queue to ensure prompt service delivery, ensuring compliance with Service Level Agreements.
• Develop and enforce standard operating procedures for incident response, service request handling, and escalation protocols.
• Manage vendor relationships and third-party support contracts for on-site services.
• Maintain accurate documentation of support activities, asset inventories, and configuration records.
• Support onboarding and offboarding processes, including device provisioning and decommissioning.
• Manage software updates, ensuring systems are up-to-date.
• Travel as needed to support remote sites and ensure consistent service delivery.
• Perform other duties as assigned.

EDUCATION & EXPERIENCE:

• Bachelor’s degree in Information Technology or other relevant discipline preferred, or equivalent experience in IT required.
• 10+ years or more related IT experience.
• Knowledge of relevant operating systems – Windows, Mac, iOS.
• Technical competency with printer, scanner and other hardware devices.
• Experience working with Active Directory, Group Policy.
• Knowledge of video conferencing concepts.
• Basic Knowledge of networking technologies.

COMPETENCIES:

• Strong verbal and written communication skills.
• Strong leadership and communication skills.
• Comfortable working with Business leaders.
• Excellent problem-solving skills.