IT Service Delivery Lead

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

Job summary

NORR is seeking an experienced IT Service Delivery Lead to drive day-to-day IT service delivery across multiple office locations, including a home-office setup. You will mentor analysts, resolve complex issues, and partner with Infrastructure, Security, and Business Applications to deliver reliable IT services.

This on-site role supports Windows, Intune, Azure/Entra ID, and end‑user environments. Qualified candidates bring 4–7 years in enterprise IT, 1–3 years in lead or coordination roles, and

Qualifications

• 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.

Responsibilities

• 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.

Skills

Windows & Azure

Intune

ITSM tools

End-user support

Deskside support

Mentoring

ITIL Foundation

Job description

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.

This role reports into the above mentioned office, however NORR offers all of its employees the opportunity to work either from home or from a NORR office.

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.

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.