IT Service Delivery Lead

NORR•Ottawa, ON

4d•CA$70,000 - CA$105,000

About The Position

The anticipated annual salary range for this position, at the time of posting, is outlined below. Estimated pay ranges that are provided on various social media sites are not representative of NORR's range for this position. Compensation is based on individual education, qualifications and experience. NORR is a global team of 800 architects, engineers, planners, and interior designers creating design strategies and solutions that express the unique vision of every project. Driven by a common purpose with our clients and partners, we share ideas to create and innovate, bringing people, design, and technologies together to think bigger and act bolder. Our story began in 1938 and has evolved into an employee-owned, fully integrated firm committed to sustainable development goals across 13 market sectors in Canada, the US, and UK. Design excellence continues to guide everything we do. 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.