Coeur is 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 include overseeing conference room A/V systems, providing white-glove support to executive leadership, proactively resolving technology issues, acting as a liaison between employees and IT, and maintaining end-user technology, including hardware, software, printers, digital displays, and mobile devices.

KEY 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.

POSITION 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

The salary range offered for this role is $98k-$117k USD. The salary range is a good-faith estimate. 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, and candidates should not share such information with Coeur Mining. Coeur Mining provides a comprehensive benefits package including retirement benefits, health benefits, paid time off, parental and caregiver leave, life & accident insurance, and other voluntary and well-being benefits. Coeur Mining also provides a discretionary bonus program that may include an equity component.