Team Lead, Digital IT Helpdesk

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.



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