IT Service Delivery Lead - Hybrid/Remote IT Leadership

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

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.