IT Service Lead

Jori International Ltd.; Calgary; Hybrid; CAD 70,000 - 80,000; Full time

Benefits offered by this job

Paramedical coverage

Group insurance

Hybrid work model

Career growth opportunities

Education support

Home office equipment reimbursement

Tight-knit culture

Job summary

JORI Logistics is seeking an IT Service Lead to guide a small team in Calgary, Alberta on a hybrid work model. You will manage IT operations across on‑prem and cloud (Azure), oversee vendors, and drive security, reliability, and cost efficiency for critical business systems.

You will report to the IT Director and collaborate with cross‑functional teams to enable strategic IT initiatives and high availability while maintaining documentation and best practices.

Qualifications

• Proven IT leadership and team management experience.
• Strong troubleshooting and problem-solving capabilities.
• Experience with Windows/Linux server administration.
• Hands-on cloud experience (Azure) and cost optimization.
• Knowledge of network security, backup, and DR concepts.
• Contract/vendor management and ITIL process familiarity.

Responsibilities

• Oversee daily IT service delivery and ensure high availability across systems.
• Lead incident response, escalation, and SLA reporting.
• Manage on‑prem and cloud infrastructure, including VMware/Hyper‑V and storage/networking.
• Administer cloud resources and implement governance, security, and cost controls.
• Negotiate vendor contracts, manage SLAs, and coordinate MSPs.
• Develop DR/BCP plans and test regularly to meet RTO/RPO.

Skills

IT leadership

Cloud management

Network administration

Windows/Linux servers

Azure

VMware/Hyper‑V

Cybersecurity

Vendor management

ITIL processes

Documentation

Education

Information Technology

Computer Science

Information Systems

Cybersecurity

Equivalent professional experience

Tools

Azure cloud

VMware

Hyper‑V

Veeam backup

Datto

Azure AD

Job description

AboutJORILogistics

At JORI Logistics (JORI), we transform Freight Forwarding and Customs Brokerage into a competitive advantage for importers and exporters. Our clients rely on us to handle their global transportation needs so they can spend time on things that matter - like growing their businesses.

As a family-owned and operated company headquartered in Calgary, with offices in Houston, Almaty, and Cebu City, JORI is small enough to care and big enough to matter. We combine unparalleled customer service with robust technology solutions to transform logistics into a competitive advantage for importers and exporters. Since 1992, we’ve provided turnkey logistics services, including Canadian Customs Brokerage, U.S. Customs Brokerage, Air Freight, Ocean Freight, Ground Freight, Trade Consulting, and more.

For more information about our team and services, please visit our website.

About the Opportunity

JORI is expanding! We are currently looking for a full-time IT Service Lead to join our team in Calgary, Alberta on a hybrid work model. Reporting to the IT Director, you are responsible for leading a team and MSPs to service the IT operational needs of the business and designing, maintaining, and optimizing the organization’s on-premises and cloud-based infrastructure. This role oversees critical services including network administration, cloud resource management, contract/vendor oversight, disaster recovery planning, and IT change management. The position ensures high availability, security, and efficiency of all core technology systems while supporting cross-functional teams and strategic IT initiatives.

DUTIES AND RESPONSIBILITIES:

Service Management

• 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.

Infrastructure & Network Management

• Manage on-premises 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.

Cloud Operations (Azure/AWS/GCP)

• 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.

Contract & Vendor Management

• 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.

Disaster Recovery & Business Continuity

• 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.

Security & Compliance

• 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.

Support & Collaboration

• 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.

About You

Must Haves:

Technical Skills

• Strong troubleshooting skills and the ability to research and discover solutions.
• 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).

Operational & Management Skills

• Contract and vendor negotiation capabilities.
• Knowledge of ITIL-based processes (change, problem, incident management).
• Project management skills (PMP or Agile experience is a bonus).
• Excellent documentation habits and process orientation.

Soft Skills

• 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.

Education:

• Information Technology
• Computer Science
• Information Systems
• Cybersecurity
• Or equivalent professional experience

Assets:

Cloud Certifications

• Microsoft Azure Administrator AZ-104 or Solutions Architect AZ-305 is an asset

Networking & Infrastructure

• CompTIA Network+ or Server+
• Cisco CCNA / CCNP
• VMware VCP

Security & Compliance

• CompTIA Security+
• CISSP (for senior roles)

IT Service Management / Change Management

• ITIL Foundation
• Prosci Change Management Certification
• Certified Change Management Professional (CCMP)

Disaster Recovery & Continuity

• CBCP (Certified Business Continuity Professional) optional but valuable

What We Offer

As a productive member of our team, you will be rewarded with a salary of $70,000.00 to $80,000.00, as well as a range of attractive benefits, including:

• Paramedical coverage and benefits
• Group insurance
• Work flexibility with our hybrid work model
• Career growth opportunities with our international portfolio
• Education support and personal development programs
• Reimbursement for home office equipment set-up
• An opportunity to join a family‑first, tight‑knit team with incredible culture!