Lead, IT Service Delivery

Experteer Overview In this role you will lead day-to-day IT service delivery at our Chicago headquarters, ensuring high-quality end-user technology support for both in-person and remote users. You will own ITSM processes, executive meeting technology readiness, and onboarding initiatives to improve reliability and user experience. You’ll collaborate with Apps, Infra, and Service Desk teams while keeping security and CIS controls front-and-center. This is a hybrid, on-call position that supports a global mining company’s technology needs and executive stakeholders, with a focus on impactful, scalable service delivery. Compensation / Benefits * Lead day-to-day ITSM execution across Corporate Offices (incident, request, change management). * Own executive meeting technology readiness: conference room A/V, Teams-enabled rooms, digital displays, event setup, testing, and follow-up. * Provide high-touch, white-glove support to executives and senior stakeholders for hardware, software, collaboration, and mobile needs. * Identify recurring issues and opportunities from service trends and end-user feedback, coordinating improvements. * Assist Corporate IT Infra Team with technical activities aligned to protecting the business and people. * Coordinate onboarding and onboarding readiness for new users, role changes, and executive onboarding with cross-functional teams. * Adhere to CIS controls to deliver ITSM, ITAM, and SAM excellence. * Lead or execute service delivery projects from intake to completion with stakeholder communication and measurable improvements. * Develop onboarding guides, SOPs, and knowledge base content for standard tools and security practices. * Stay current on AI tools and features to maintain relevant skills. * Support requests and incidents in ITSM system with clear notes, impact, escalation, and communication. * Manage assets inventory across hardware and software lifecycle, including deployment, patching, and e-waste disposition. * Propose technology upgrades for endpoint, conferencing, and productivity tools to enhance reliability and security. * Produce and analyze moderately complex service, asset, and support reports for IT leadership. Tasks * 3-5 years of end-user support experience in a modern office environment. * Degree in Computer Science or Computer Information Systems. * Strong customer service and service delivery ownership mindset. * Understanding of operational process/procedure development in production. * Solid knowledge of IT technologies (hardware, software, networks, OS). * ITIL certification is a plus; other relevant certifications encouraged. * Good communication, analytical, presentation, and stakeholder coordination skills. * Experience with M365/Intune, Active Directory, SharePoint, and mobile support. Key requirements * retirement benefits * health benefits * paid time off * parential and caregiver leave * life & accident insurance * discretionary bonus program with potential equity

e-waste for endpoint, conferencing, and productivity tools to enhance reliability and security. * Produce and analyze moderately complex service, asset, and support reports for IT leadership. Tasks * 3-5 years of end-user support experience in a modern office environment. * Degree in Computer Science or Computer Information Systems. * Strong customer service and service delivery ownership mindset. * Understanding of operational process/procedure development in production. * Solid knowledge of IT technologies (hardware, software, networks, OS). * ITIL certification is a plus; other relevant certifications encouraged. * Good communication, analytical, presentation, and stakeholder coordination skills. * Experience with M365/Intune, Active Directory, SharePoint, and mobile support. Key requirements * retirement benefits * health benefits * paid time off * parential and caregiver leave * life & accident insurance * discretionary bonus program with potential equity