Lead, IT Service Delivery

About the role

Coeur Mining, Inc. is a U.S.-based, well-diversified, growing precious metals producer with five wholly-owned operations. We are actively seeking an IT Service Delivery Lead responsible for coordinating and delivering high-quality end-user technology services for in-person and remote users based out of our downtown Chicago Headquarters. This position offers a flexible hybrid work schedule with a minimum of three in-person days a week and two potential remote days, including a rotating on-call requirement.

The focus of this role is to lead day-to-day service delivery, promote consistent IT Service Management best practices, support incident, request, and change management processes, and help ensure a reliable and positive user experience.

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.

Proactive Tasks

• 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.

Support Tasks

• Service Request and Incident Management:
  • 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.
• Assets management:
  • 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.

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).
• ITIL Certification a plus; other professional/technical certifications as appropriate.
• Good communication, analytical, presentation, and stakeholder coordination skills.
• Demonstrated experience with the following:
  • M365 Support/Administration, Including Intune
  • Creating/modifying Scripts (i.e. PowerShell)
  • Microsoft Active Directory account management/administration
  • SharePoint administration
  • Mobile Support (iPhone and Android)
  • 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.

Preferred Skills

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

Pay

The salary range offered for this role is $98k–$117k USD. The salary offer to the successful candidate will be based on job-related education, training, and/or experience. The salary offer will not be based on a candidate’s salary history at other jobs, and by law, Coeur Mining will not seek information about salary history.

Benefits

Coeur Mining provides a comprehensive benefits package including:

• Retirement benefits
• Health benefits
• Paid time off
• Parental and caregiver leave
• Life & accident insurance
• Other voluntary and well-being benefits
• A discretionary bonus program that may include an equity component

Schedule

This position offers a flexible hybrid work schedule with a minimum of three in-person days a week and two potential remote days, including a rotating on-call requirement.