IT Service Delivery Lead

NORR Architects Engineers Planners; Ottawa; On-site; CAD 70,000 - 105,000; Full time

Job summary

NORR Architects Engineers Planners in Ottawa is seeking an experienced IT Service Delivery Lead to combine hands-on technical expertise with operational leadership. You will keep IT services reliable, working across multiple offices to support end users and projects.

You will oversee day‑to‑day IT service delivery, mentor staff, resolve complex incidents, and partner with Infrastructure, Security, and Business Applications to improve the end‑user experience.

Qualifications

• 4–7 years of experience supporting enterprise IT environments.
• 1–3 years in a senior technical support, lead, or service coordination role.
• Strong knowledge of Windows, Intune, Azure/Entra ID, endpoint management and ITSM tools.
• Deskside and remote end-user, hardware, software, and local office support experience.
• Experience in Architecture, Engineering or Construction environments is a plus.
• Mentoring others, problem solving, and delivering customer service are essential.
• ITIL Foundation and Microsoft certifications are assets.
• Eligibility for Federal Government and RCMP security clearances.
• Ability to lead IT service delivery across multiple locations and maintain SLA.

Responsibilities

• Lead day-to-day IT service delivery across multiple office locations.
• Provide hands-on IT systems support coverage for the home-office and local users.
• Resolve complex issues and act as senior escalation for critical incidents.
• Coach and mentor IT Support Analysts and foster a customer-focused culture.
• Coordinate workload, monitor service performance, and ensure SLA commitments.
• Partner with Infrastructure, Security, Business Applications, and vendors to deliver reliable IT services.
• Identify opportunities to improve processes and end-user experiences.

Skills

End-user support

Team leadership

Mentoring

Vendor coordination

Incident management

Customer service

ITIL foundations

Security clearances

Problem solving

Tools

Microsoft Windows

Intune

Azure/Entra ID

Endpoint management

ITSM tools

Job description

This is an exciting time to join our team. As we continue to grow, we are looking for talented professionals who are ready to contribute, 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.

We empower our employees to choose where they work whether remotely, from home or from one of our office locations because we believe flexibility, trust, and collaboration drive great results.

This is an exciting time to join our team. As we continue to grow, we are looking for talented professionals who are ready to contribute, 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.

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.

This position is required to be onsite.

How You Will Make an Impact

• Leading day‑to‑day IT service delivery across multiple office locations.
• Providing 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.
• Resolving complex technical issues and acting as the senior escalation point for critical incidents.
• Coaching and mentoring IT Support Analysts while fostering a collaborative, customer‑focused team culture.
• Coordinating workload, monitoring service performance, and helping ensure SLA commitments are achieved.
• Supporting Microsoft Windows, Intune, Azure/Entra ID, endpoint management, and enterprise user environments.
• Identifying opportunities to improve processes, enhance service quality, and strengthen the overall user experience.
• Partnering 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.

We are:

The spaces we design and the technology we embrace shape how people live, work, learn, and connect. As an employee‑owned, integrated Architecture and Engineering company, you will collaborate with talented professionals on projects that make a lasting impact on communities across Canada, the US, and the UK.

At NORR we are committed to innovation, advancing sustainable design and helping our clients reduce environmental impact, and shaping a net‑zero future. We invest in our employees by fostering continuous learning, encouraging innovative thinking, and creating opportunities to solve complex challenges, grow professionally and build meaningful careers.

The hiring base salary range for this vacant position is $70,000.00 - $105,000.00 annually. Actual compensation will be based on several factors such as 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.