The Service Delivery Supervisor will lead our front-line technical support & specific site operating teams and help drive a proactive approach to service delivery. This supervisory role works as part of a team to coordinate and oversee Information Technology (IT) service delivery activities. In addition to ensuring day-to-day operations run efficiently, this position is essential in identifying potential areas for growth that require enhanced IT support. The Service Desk Supervisor contributes to the development and implementation of a forward-thinking IT Service Delivery strategy, helping to build essential capabilities and continuously improve the support experience.
Responsibilities:
•Supervise daily Service Desk and site-based operations to ensure SLAs are consistently met through effective ticket management, escalation handling, and service follow-up.
•Plan, prioritize, and assign team members to complete daily and near-term service desk and site activities in alignment with organizational priorities.
•Manage and resolve incidents and service requests in HaloITSM with appropriate prioritization, response, documentation, and resolution.
•Organize and delegate work based on skillsets and training to ensure task ownership and accountability.
•Define clear objectives and expectations for direct reports, conduct performance evaluations, and provide consistent coaching, feedback, and career development support.
•Monitor team productivity and behavior, providing constructive feedback and recognition as needed.
•Foster a culture of safety, professionalism, innovation, and continuous improvement within the team.
•Promote adherence to departmental standards, service management best practices, and compliance with corporate IT policies.
•Collaborate with business leaders across sites and corporate teams to implement strategic IT Service Delivery initiatives and operational plans.
•Identify areas of opportunity to streamline or automate support processes, enabling focus on higher-value activities.
•Participate in determining and defining operation budget, project scope and objectives, managing resources in an effective and efficient manner, and tracking project costs to meet budget.
•Participate in the development and planning of future state IT infrastructure services aligned with enterprise goals.
•Provide Level 2 and 3 service desk-based PC support and basic IT related infrastructure support per established corporate and departmental service level agreements (SLA’s)
•Research and troubleshoot IT related issues in timely and accurate fashion, taking initiative in solving customer issues and working in compliance with established procedures and protocols
•Responsible to oversee the daily maintenance, such as imaging computers, remediating broken clients etc
•Assist in installation, maintenance, and troubleshooting of NGM software applications and hardware. Will also contribute to the lifecycle of all NGM hardware.
•Provide solutions to incidents associated to desktop platform (computers, printers, phones, cell phones, video conferencing systems, and other equipment and devices) according to response time and expected services level, including, installation, diagnosis, maintenance, reparation and updating of applications and equipment to maintain business continuity, security, performance, and smooth running of the desktop platform
•Manage procurement, provisioning, and inventory of all desktop platform equipment to ensure timely fulfillment and compliance with IT standards.
•Oversee the full lifecycle of IT hardware and ensure alignment with company policies and operational needs.
•Provide peripheral equipment support for printers and scanners, wireless networking, and laptop VPN support
•Maintain up-to-date IT documentation, standard operating procedures (SOPs), and knowledge base articles related to service delivery.
•Follow organizational HS&E policies and ensure safe working methods are practiced by the team.
•Identify and mitigate risks to the safety and well-being of team members, escalating serious issues as necessary.
•Stay current on industry trends, best practices, and emerging technologies through ongoing training and self-development.
•Participate in formal development planning activities and encourage team members to pursue continuous learning opportunities.
Qualifications:
•Bachelor of Science degree in Computer Science or related field or two (2) year technical degree and/or certification; or equivalent experience
•Microsoft MCSA or MCSE, Comptia N+ and A+ certifications preferred
•Minimum six (6) years’ experience working with personal computers, networks, and data communications troubleshooting
•Overall understanding of computer operations in a network setting
•Experience applying ITIL practices in IT service management. ITIL certification preferred.
About Nevada Gold Mines
Nevada Gold Mines is a joint venture between Barrick Gold Corporation (61.5%) and Newmont Goldcorp Corporation (38.5%), combining their significant assets across Nevada to create the single largest gold-producing complex in the world and realize the full potential of these mines through synergies and best-in-class operational improvements.
The massive mining operation comprises 8 mines along with their associated infrastructure and processing facilities that produced an estimated 4 million ounces of gold in 2018. Three of these assets are Tier One gold mines: Barrick’s Cortez; the combination of Barrick’s Goldstrike and Newmont Goldcorp’s Carlin; and the combination of Barrick’s Turquoise Ridge and Newmont Goldcorp’s Twin Creeks. In addition, Barrick’s Goldrush-Fourmile project has the potential to become the fourth Tier One asset in this portfolio. The new JV is expected to generate around $5 billion in cost savings over the next five years. Nevada Gold Mines is operated by Barrick.
Thank you for your application, however, only those selected for an interview will be contacted.
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