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

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Hiring Philosophy

All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.

Who We Are

As a Koch company and a leading manufacturer of bath tissue, paper towels, paper-based packaging, cellulose, specialty fibers, building products and much more, Georgia-Pacific works to meet evolving needs of customers worldwide with quality products. In addition to the products we make, we operate one of the largest recycling businesses. Our more than 30,000 employees in over 150 locations are empowered to innovate every day - to make everyday products even better. At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Our Benefits

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

Equal Opportunities

Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please visit the following website for additional information: http://www.kochcareers.com/doc/Everify.pdf

#LI-GM1