Lead, IT Service Delivery

Coeur Mining•Chicago, IL

1d•$98,000 - $117,000•Hybrid

About The Position

At Coeur Mining, we are seeking an IT Service Delivery Lead to coordinate and deliver high-quality end-user technology services for both in-person and remote users. This role is based out of our downtown Chicago Headquarters and offers a flexible hybrid work schedule with a minimum of three in-person days per week and two potential remote days, along with a rotating on-call requirement. The primary focus is to lead daily service delivery, promote IT Service Management best practices, support incident, request, and change management, and ensure a reliable and positive user experience. Key responsibilities include overseeing conference room A/V systems, providing executive leadership with white-glove support, proactively resolving technology issues, acting as a liaison between employees and IT, and maintaining end-user technology such as hardware, software, printers, digital displays, and mobile devices.

Requirements

Approximately 3-5 years of experience providing end-user support and service in a modern office environment.
Degree in the field of computer science or computer information systems.
Strong dedication to customer service, user support, and service delivery ownership.
Strong understanding and appreciation of operational process/procedure development and its application in a production environment.
Strong understanding of various IT technologies (hardware and software, network protocols, computer applications and operating systems).
Good communication, analytical, presentation, and stakeholder coordination skills.
Demonstrated experience with M365 Support/Administration, Including Intune
Demonstrated experience with Creating/modifying Scripts (i.e. PowerShell)
Demonstrated experience with Microsoft Active Directory account management/administration
Demonstrated experience with SharePoint administration
Demonstrated experience with Mobile Support (iPhone and Android)
Demonstrated experience with Computer Administration and Imaging
Able to lift and move IT equipment up to 50lbs safely.
Willing to work in remote locations in varying weather situations safely.
Willing to travel as required.
Other duties as assigned.

Nice To Haves

ITIL Certification a plus
Bilingual English-Spanish preferred
Familiarity with Linux and MAC OS
M365 Global Administration
ITSM Experience (FreshWorks)
Familiarity with CIS Controls and supporting SoPs

Responsibilities

Lead day-to-day IT Service Management (ITSM) execution across Corporate Offices, including incident, request, and change management procedures, to consistently deliver high-quality and reliable IT services to end users.
Own executive meeting technology readiness, including conference room A/V systems, Teams-enabled rooms, digital displays, event setup, proactive testing, troubleshooting, and post-event follow-up.
Provide high-touch, white-glove technology support to executive leadership and senior stakeholders, addressing urgent hardware, software, collaboration, mobile, and meeting-related needs with discretion, urgency, and professionalism.
Proactively identify and resolve technology issues by reviewing service trends, recurring pain points, meeting readiness risks, and end-user feedback, then coordinating improvements that enhance the executive and end-user experience.
Assist the Corporate IT Infra Team in technical activities consistent with our mission of protecting the business and our people.
Coordinate with Apps, Infrastructure, Service Desk, and business stakeholders to ensure IT tools, hardware, software, access, and services are ready for new users, role changes, and executive onboarding needs.
Understand and adhere to CIS controls to deliver ITSM, ITAM, and SAM excellence.
Lead or execute assigned service delivery projects from intake through completion, including stakeholder communication, readiness planning, follow-up analysis, and measurable service improvement.
Create, deliver, and continually improve onboarding, training, guides, SOPs, and user-facing knowledge base content that helps employees and executives adopt standard tools, collaboration platforms, security practices, and support channels.
Stay up to date on AI tools, features, and news and maintain AI-related skills.
Accurately record, prioritize, own, document, and resolve incidents and service requests in the ITSM system, including clear notes, business impact, escalation path, next steps, and timely stakeholder communication.
Provide support and service delivery for approved enterprise applications and services, including M365, Teams, OneDrive, Intune-managed endpoints, mobile devices, collaboration tools, and other business applications.
Maintain a complete, accurate, and CIS-aligned asset inventory across the hardware and software lifecycle, including deployment, recovery, patch compliance, vendor coordination, and responsible e-waste disposition.
Order, inventory, image, configure, deploy, and recover IT equipment using standard endpoint management and asset tracking processes.
Research and recommend endpoint, conferencing, and productivity technology upgrades that improve reliability, security, and user experience.
Work within relevant legislation, policies, and procedures.
Design, produce, and analyze moderately complex service, asset, and support reports for IT leadership and business stakeholders.