IT Service Delivery Lead

About the role

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.

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.

Responsibilities

• 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