Onsite IT Service Delivery Lead — Enterprise Support

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

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