IT Service Delivery Lead

NORR; Chicago (IL); Hybrid; USD 70,000 - 95,000; Full time

Job summary

NORR Architects Engineers Planners is seeking an experienced IT Service Delivery Lead to coordinate and enhance our enterprise IT support across multiple Chicago-area offices. This onsite role blends hands-on technical oversight with operational leadership to ensure reliable, high-quality services that keep the business running.

You will act as the country-level technical lead for IT support, mentor Analysts, resolve complex incidents, and drive service improvements aligned with SLAs and ITIL

Qualifications

• 4–7 years of experience supporting enterprise IT environments.
• 1–3 years in a senior technical support, lead, or service coordination role.
• Experience in deskside and remote end-user support in a base-office environment.
• Experience in Architecture/Engineering/Construction (AEC) environments is a plus.
• ITIL Foundation and Microsoft certifications are assets.

Responsibilities

• Leading day-to-day IT service delivery across multiple office locations.
• Providing hands-on IT Systems Support Analyst coverage for the home-office and local users.
• Resolving complex issues and acting as senior escalation point for critical incidents.
• Coaching and mentoring IT Support Analysts and fostering a customer-focused culture.
• Coordinating workload, monitoring performance, and ensuring SLA commitments.
• Supporting Windows, Intune, Azure/Entra ID, endpoint management, and enterprise user environments.
• Partnering with Infrastructure, Security, Business Applications and vendors to deliver reliable IT services.

Skills

IT leadership

Mentoring

SLA management

Customer service

Problem solving

Vendor coordination

Onsite collaboration

Tools

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.

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.

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 - $95,000.00 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.