IT Service Delivery Lead
CMC•Martinsburg, WV
•Hybrid
About The Position
CMC provides an excellent opportunity to learn the steel, construction reinforcement and ground stabilization industries and to grow in your career. Whether you will spend your day brainstorming in an office cubicle, operating a crane, running manufacturing equipment or troubleshooting technical obstacles, at CMC, you’ll get the training and support from your team that you need to excel in your role and reach your full potential.
Requirements
- End-user computing support (hardware, operating systems, peripherals)
- ITSM tools (ServiceNow preferred)
- Asset & Configuration Management (SACM)
- Networking fundamentals (TCP/IP, VPN, wireless, routing basics)
- Microsoft ecosystem (O365, Active Directory, Exchange, DNS/DHCP)
- Telecom and collaboration platforms
- Manufacturing/industrial IT systems (preferred)
- Strong problem-solving and root cause analysis capabilities
- Ability to prioritize, execute, and drive tasks to completion
- Excellent communication and stakeholder management skills
- Proven cross-functional collaboration capability
- Leadership, coaching, and team development
- Strong organizational and time management skills
- Data-driven decision-making and performance reporting
- 5+ years of IT support or service delivery experience
- Leadership or team lead experience preferred
- Experience supporting multi-site environments preferred
Responsibilities
- Lead daily IT service delivery operations for assigned site(s), ensuring consistent, high-quality support
- Supervise, mentor, and develop Service Delivery team members, fostering a strong service culture
- Manage ticketing performance in ServiceNow (or ITSM platform), including SLA compliance, backlog management, and resolution quality
- Serve as escalation point for complex, high-impact, or business-critical incidents
- Conduct root cause analysis and implement corrective/preventive actions
- Oversee IT asset lifecycle management (inventory, procurement, deployment, maintenance, disposal)
- Coordinate with enterprise IT teams (network, infrastructure, security, cloud) to ensure seamless service delivery
- Lead or support site-level IT projects (hardware refresh, upgrades, deployments, integrations)
- Build strong relationships with site leadership to align IT services with operational and strategic needs
- Support manufacturing systems and operational technology environments (where applicable)
- Maintain documentation, procedures, and technical standards
- Ensure adherence to IT policies, cybersecurity standards, and change management processes
- Drive continuous improvement initiatives and process optimization
- Participate in on-call rotation and critical incident response
- Travel up to 15% as required
- Work effectively in both office and industrial environments
Benefits
- Day 1 Benefits Coverage with low cost Medical, Vision, Dental
- Day 1 Paid-time Off and Vacation
- 4.5% Company Match 401(k) plan
- $500 Annual Company-paid Lifestyle Benefit
- Competitive Compensation and Bonuses
- Company-paid Life and Disability Insurance
- Employee Stock Purchase Plan
- Training and Advancement Opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
