IT Service Delivery Lead - Multi-Site Support

Commercial Metals Company; Irving, Northern (TX, KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Day 1 Benefits

PTO/Vacation

401(k) match

Bonuses

Life and Disability Insurance

Employee Stock Purchase Plan

Training and Advancement Opportunities

Job summary

Commercial Metals Company (CMC) is seeking an IT Service Delivery specialist in Irving, TX to keep customer sites operational and support manufacturing systems. You will manage Cherwell tickets, assist with asset management, and coordinate with multiple IT teams on rollouts and issues.

The role requires 3+ years in IT service delivery, strong problem solving, and excellent communication. On-call availability and up to 25% travel are expected as part of the job.

Qualifications

• Minimum 3 years experience in Service Delivery or IT support.
• Knowledge of PC, Applications (Manufacturing systems preferred), Telecom (iPhone, Lync, Polycom, Cisco), and Networking protocols.
• Experience with IT Ticketing Systems (Service Now, Cherwell), Desktop Applications and Wireless Networking.
• Knowledge of Office 365, Windows Server, Server roles - DNS, DHCP, MS Exchange, Active Directory, Office 2010-Current, Skype for Business.
• Problem solving with root cause analysis and corrective action.
• Ability to plan, prioritize and drive issues and deliverables from concept to closure.
• Ability to work across different non-technical and technical groups.
• Excellent written and verbal communication skills.
• Ability to work in a global, multi-site, cross-functional organization.
• Strong team player.
• Available for on-call hours and travel up to 25%.

Responsibilities

• Works within all aspects of Service Delivery to ensure customer site is operational.
• Maintains quality and consistency with the IT Ticketing System - Cherwell.
• Assists with Asset Management through Cherwell.
• Supports other IT teams (AD, Exchange, Server, Storage, Networking) to meet requests.
• Collaborates with teams for new technology rollouts, upgrades, or changes.
• Acts as escalation point for Helpdesk and resolves issues promptly.
• Installs, maintains, and troubleshoots computer hardware and software.
• Follows IT policies and procedures.
• Creates and maintains technical specifications and documentation.
• Participates in site-specific IT projects.
• Supports manufacturing system environment data, analytics, and software applications.
• Performs other duties as assigned.

Skills

IT Support

Service Delivery

PC Support

Networking

Telecom

Manufacturing Systems

Ticketing Systems

Desktop Apps

Wireless Networking

Office 365

Windows Server

Active Directory

MS Exchange

Root Cause Analysis

Planning & Prioritization

Cross-functional teamwork

Communication

Global / Multi-site

Team Player

On-call

Travel

Education

Bachelor's Degree or equivalent

Tools

Cherwell

Job description

Commercial Metals Company (CMC) is seeking an IT Service Delivery specialist in Irving, TX to keep customer sites operational and support manufacturing systems. You will manage Cherwell tickets, assist with asset management, and coordinate with multiple IT teams on rollouts and issues.

The role requires 3+ years in IT service delivery, strong problem solving, and excellent communication. On-call availability and up to 25% travel are expected as part of the job.