About this role
Newmont produces metals the world needs - safely, responsibly and with care for people, communities and the environment. With a 100+ year history, we continue to shape the future of mining through innovation and strong operational performance. By joining our inclusive, world-class team, you can help shape the future of mining and make a meaningful difference.ce.
Newmont’s Service Enablement Group (SEG) is a new internal Newmont function that aims to improve processes and service delivery for the organization. It is comprised of two parts: A Process Excellence team and a future-state service delivery model who design will be informed by the work of the Process Excellence team.
##### Your impact
You will lead the help desk team during your assigned shift, ensuring technical requests are prioritized and resolved efficiently while maintaining strong service levels and a positive customer experience.
##### As part of our team, you will
- Oversee help desk requests to ensure they are logged, prioritized, and resolved according to service-level expectations.
- Provide hands-on technical support and assist with complex troubleshooting and escalations.
- Allocate work and coordinate activities across the assigned shift.
- Monitor team performance and provide regular coaching and feedback.
- Help determine staffing needs and allocate resources based on service demand.
- Create a positive, productive environment where team members can continuously improve.
##### Prerequisites for your success in this role
- Strong experience in IT help desk or service desk operations.
- Competent troubleshooting skills across Windows, Microsoft 365, Active Directory, hardware, and basic networking.
- Experience with ITSM/ticketing systems such as ServiceNow, Zendesk, Jira, or similar platforms.
- Understanding of SLAs, service-performance metrics, reporting, and continuous improvement.
- Previous experience coordinating, supervising, coaching, or leading technical support teams.
- Advanced English and Spanish communication skills.
- Strong customer-service, prioritization, problem-solving, and people-leadership skills.
##### Your work environment
You will lead a shift-based help desk operation, balancing people leadership, service delivery, technical troubleshooting, escalations, workload management, and collaboration with IT and other business teams.
##### Why Join Newmont
This role offers the opportunity to combine technical expertise with people leadership while helping shape a reliable, customer-focused IT support operation that enables teams across Newmont.
At Newmont, our people are our strength and we’re committed to a safe, inclusive and supportive workplace. If you’re passionate about doing work that matters, join Newmont and help shape the future of mining.
Learn more about our purpose and values: About Newmont
Hear from our people: Life at Newmont
Important: Newmont does not ask candidates to pay money or share sensitive personal data outside our secure application process. If this happens, please report it to our Business Integrity team: [email protected].