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.
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
