IT Support Desk Manager

IT Support Desk Manager

Avery Dennison Corporation 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.

At Avery Dennison, some of the great benefits we provide are:

• Health & wellness benefits starting on day 1 of employment
• Paid parental leave
• 401K eligibility
• Tuition reimbursement
• Employee Assistance Program eligibility / Health Advocate
• Paid vacation and paid holidays

Job Description

We are seeking a motivated and experienced IT Support Lead to guide our team of technical support specialists. This role is pivotal in ensuring the stability and performance of our web application by providing expert-level support and leadership. The IT Support Lead will manage a team of specialists responsible for investigating and resolving complex support tickets. This is a hands-on role that involves not only leading a team but also acting as a key communicator between our support staff, client representatives, and IT engineering teams. The ideal candidate is a problem-solver with a knack for improving support processes and a passion for developing tools that empower our support organization.

Key Responsibilities:

• Team Leadership and Development:

  • Lead, mentor, and support a team of highly skilled IT Support Specialists.
  • Foster a collaborative and high-performance team culture.
  • Manage ticket queues and ensure timely and effective resolution of all support requests.

• Technical Support and Problem Resolution:

  • Serve as an escalation point for complex technical issues.
  • Utilize SQL queries to research and diagnose issues within the web application.
  • Analyze .NET code to understand application logic and identify root causes of problems.
  • Leverage Azure App Insights to monitor application performance and troubleshoot issues.

• Process Improvement and Tool Development:

  • Identify recurring issues and develop scripts, tools, and documentation to be used by other support tiers for faster resolution.
  • Act as a thought leader in developing innovative solutions to streamline and improve the support process.
  • Collaborate with the IT engineering team to address underlying application issues and prevent future problems.

• Stakeholder Communication:

  • Serve as the primary point of contact for client representatives regarding support issues.
  • Effectively communicate technical information to both technical and non-technical stakeholders.
  • Coordinate with IT engineering staff to escalate and resolve complex technical problems.

Qualifications

• 3-5 years of experience in a technical support role, with at least one year in a leadership or mentorship capacity.
• Strong proficiency in writing and executing SQL queries for data analysis and troubleshooting.
• Familiarity with .NET code and the ability to read and understand application logic.
• Experience with Azure App Insights or similar application performance monitoring tools is a plus.
• Proven ability to lead and motivate a technical team.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams.
• A proactive and solution-oriented mindset, with a passion for continuous improvement.
• Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

Additional Information

The salary range for this position is $114,825 - $153,100 a year. The hiring range above represents what Avery Dennison reasonably expects to pay for this position as of the date of this posting. Actual salaries will vary within the range, and in some circumstances may be above or below the range, based on various factors including but not limited to a candidate's relevant skills, experience, education and training, and location, as well as the job scope and complexity, responsibilities, and regular and/or necessary travel required for the position, which may change depending on the candidate pool. Avery Dennison reserves the right to modify this information at any time, subject to applicable law.

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.

Reasonable Accommodations Notice

If you require accommodations to view or apply for a job, alternative methods are available to submit an application. Please contact (440) 534-6000 or NA.TA.Operations@averydennison.com to discuss reasonable accommodations.