IT Service Delivery Lead

NORR • Ottawa, ON

4d • CA$70,000 - CA$105,000

About The Position

Are you an experienced IT Service Delivery Lead who thrives on solving complex technical challenges while leading exceptional IT support? This is an opportunity to combine hands-on technical expertise with operational leadership, helping deliver reliable, high-quality IT services that keep our business running.
You will serve as the country-level technical lead for IT support, coordinating service delivery, mentoring team members, resolving complex issues, and continuously improving the end-user experience.

Requirements

• 4–7 years of experience supporting enterprise IT environments.
• 1–3 years of experience in a senior technical support, lead, or service coordination role.
• Strong knowledge of Microsoft Windows, Intune, Azure/Entra ID, endpoint management, and ITSM tools.
• Experience providing deskside and remote, end-user, hardware, software, and local office technology support in a base-office environment.
• The successful candidate must be eligible to obtain and maintain Federal Government and RCMP security clearances, as required for the role.

Nice To Haves

• Experience supporting Architecture, Engineering or Construction (AEC) environments is considered an asset.
• A passion for mentoring others, solving problems, and delivering outstanding customer service.
• ITIL Foundation and Microsoft certifications are considered assets.

Responsibilities

• Lead day-to-day IT service delivery across multiple office locations.
• Provide hands-on IT Systems Support Analyst coverage for the home-office, supporting local users, equipment, incidents, service requests, onboarding/offboarding, and day-to-day technology needs.
• Resolve complex technical issues and act as the senior escalation point for critical incidents.
• Coach and mentor IT Support Analysts while fostering a collaborative, customer-focused team culture.
• Coordinate workload, monitor service performance, and help ensure SLA commitments are achieved.
• Support Microsoft Windows, Intune, Azure/Entra ID, endpoint management, and enterprise user environments.
• Identify opportunities to improve processes, enhance service quality, and strengthen the overall user experience.
• Partner with Infrastructure, Security, Business Applications, and vendors to deliver reliable IT services.

Benefits

• This is an exciting time to join our team. As we continue to grow, we are looking for talented professionals who are ready to make an impact, collaborate with exceptional colleagues, and help shape the future of the built environment. If you are looking for a place where your expertise will be valued, your career can grow, and your work will make a difference, we invite you to explore what is possible with us.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed