IT Service Delivery Lead

NORR; Ottawa; Hybrid; CAD 70,000 - 105,000; Full time

Job summary

NORR is seeking an experienced IT Service Delivery Lead to coordinate and enhance IT support across multiple office locations in Canada. You will provide hands-on coverage for the home-office, resolve complex issues, and mentor IT Support Analysts while ensuring SLA commitments are met.

The role requires 4–7 years in enterprise IT with Windows, Intune, Azure/Entra ID expertise and ITSM proficiency. Eligibility for federal security clearances is required or advantageous.

Qualifications

• 4–7 years of experience in enterprise IT support.
• 1–3 years in a senior/lead or service coordination role.
• Strong knowledge of Windows, Intune, Azure/Entra ID and ITSM tools.
• Experience deskside and remote support in base-office environments.
• ITIL Foundation and Microsoft certifications are assets.
• Eligible to obtain/maintain Federal Government and RCMP security clearances.

Responsibilities

• Lead day-to-day IT service delivery across multiple office locations.
• Provide hands-on IT Systems Support Analyst coverage for home-office users.
• Resolve complex technical issues and act as senior escalation point.
• Coach and mentor IT Support Analysts and foster collaboration.
• Coordinate workload, monitor service performance, ensure SLAs.
• Support Windows, Intune, Azure/Entra ID, endpoint management.
• Identify opportunities to improve processes and service quality.
• Partner with Infrastructure, Security, Business Applications and vendors.

Skills

IT service delivery

Team mentoring

Customer service

Incident management

Tools

ITSM tools

Microsoft Windows

Intune

Azure Entra ID

Endpoint management

Job description

Posted Tuesday, August 4, 2026 at 4:00 a.m.

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.

How You Will Make an Impact

• 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.

What You Bring to the Team

• 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.
• 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.
• The successful candidate must be eligible to obtain and maintain Federal Government and RCMP security clearances, as required for the role.

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.

The hiring base salary range for this position is $70,000.00 - $105,000.00 /annually.

Actual compensation will be based on several factors such as work location, education, experience, internal equity and skills.

NORR is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic: Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.