Team Lead, Digital IT Helpdesk

About the role

Newmont’s Service Enablement Group is looking for a proactive Team Lead to manage the digital IT helpdesk during an assigned shift. You will ensure technical requests are logged, prioritized, and resolved efficiently while maintaining high service levels and a positive customer experience.

Key responsibilities

• Oversee help‑desk tickets to guarantee they meet service‑level expectations.
• Provide hands‑on technical support and resolve complex issues or escalations.
• Allocate work, coordinate activities, and balance workload across the shift.
• Monitor team performance, deliver coaching, and give regular feedback.
• Assist in determining staffing needs and allocate resources based on demand.
• Foster a positive, continuous‑improvement environment for the team.

Required profile

• Strong experience in IT help‑desk or service‑desk operations.
• Proven ability to supervise, coach, or lead technical support teams.
• Advanced English and Spanish communication skills.
• Excellent customer‑service orientation, prioritization, and problem‑solving abilities.

Required skills

• Troubleshooting Windows operating systems.
• Microsoft 365 administration.
• Active Directory management.
• Hardware support and basic networking.
• Experience with ITSM/ticketing platforms such as ServiceNow, Zendesk, or Jira.
• Understanding of SLAs, service‑performance metrics, and continuous‑improvement processes.

What we offer

• Opportunity to combine technical expertise with people leadership.
• Influence the design of a reliable, customer‑focused IT support operation.
• Inclusive, safe, and supportive workplace aligned with Newmont’s values.