IT Service Lead

Jori International Ltd.•Calgary, AB

8d•Hybrid

About The Position

JORI Logistics is expanding and seeking a full-time IT Service Lead to join their team in Calgary, Alberta, on a hybrid work model. This role reports to the IT Director and is responsible for leading a team to service the IT operational needs of the company, as well as designing, maintaining, and optimizing the organization’s on-premises and cloud-based infrastructure. The position involves managing daily IT service delivery, leading incident response, tracking SLAs and KPIs, and continuously improving processes. It also includes managing on-premise servers, virtualization platforms, storage systems, network equipment, and cloud operations in Azure/AWS/GCP. The role also encompasses contract and vendor management, developing and testing disaster recovery and business continuity plans, implementing security hardening, and providing escalation support for infrastructure-related issues.

Requirements

Strong understanding of network protocols, routing/switching, VPNs, and firewalls.
Experience with Windows/Linux server administration.
Proficiency in cloud platforms (Azure).
Knowledge of virtualization (VMware, Hyper-V).
Strong grasp of backup solutions, high availability, and DR failover systems such as Veeam, Datto, etc.
Familiarity with identity and access management (Azure AD, IAM).
Contract and vendor negotiation capabilities.
Knowledge of ITIL-based processes (change, problem, incident management).
Excellent documentation habits and process orientation.
Strong communication and stakeholder management.
Ability to lead a small team to achieve goals and uphold SLAs.
Analytical mindset and proactive problem solving.
Organizational skills for managing multiple concurrent projects.
Bachelor’s degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or equivalent professional experience.

Nice To Haves

Experience with infrastructure-as-code (Terraform, CloudFormation) is a plus.
Project management skills (PMP or Agile experience is a bonus).
Cloud Certifications (Microsoft Azure Administrator AZ-104 or Solutions Architect AZ-305 is an asset).
Networking & Infrastructure certifications (CompTIA Network+ or Server+, Cisco CCNA / CCNP, VMware VCP).
Security & Compliance certifications (CompTIA Security+, CISSP for senior roles).
IT Service Management / Change Management certifications (ITIL Foundation, Prosci Change Management Certification, Certified Change Management Professional (CCMP)).
Disaster Recovery & Continuity certification (CBCP optional but valuable).

Responsibilities

Own daily IT service delivery across all internal systems, ensuring high availability, performance, and reliability.
Lead response to major incidents, act as the primary escalation point, and ensure rapid resolution with minimal business disruption.
Track and report on SLAs, KPIs, system uptime, response times, and overall service health.
Continuously improve processes, automation, documentation, and service efficiency.
Manage on-premise servers, virtualization platforms (VMware/Hyper-V), storage systems, and network equipment (routers, switches, firewalls, Wi-Fi).
Monitor system capacity, performance, and uptime; implement system upgrades and patches.
Maintain network security including segmentation, access controls, and monitoring.
Administer cloud resources (compute, storage, IAM, backups).
Optimize cloud cost, performance, and security configurations.
Deploy and manage cloud-based workloads, automation scripts, and monitoring tools.
Implement cloud governance, compliance, and incident response processes.
Manage IT service contracts, licensing renewals, and vendor SLAs.
Evaluate new vendor offerings; negotiate contracts and pricing.
Serve as the primary point of contact for service providers, MSPs, and hardware/software partners.
Develop, maintain, and test DR and business continuity plans.
Coordinate regular DR drills; document recovery procedures for critical systems.
Ensure backup systems and cloud failover strategies meet RTO/RPO requirements.
Implement security hardening, identity management, and access controls.
Collaborate with MSPs on security audits, incident response, and compliance efforts (e.g., SOC 2, ISO 27001).
Enforce cybersecurity policies, access controls, audits, patching, and regulatory compliance.
Provide escalation support for infrastructure-related issues.
Work with cross-functional teams to support new initiatives, software deployments, and technology improvements.
Maintain documentation for networks, systems, and procedures.