{"id":2073575,"url":"https://alion.io/job/norr-it-service-delivery-lead","title":"IT Service Delivery Lead","company":{"id":2445103,"name":"NORR","domain":"norr.com","url":"https://alion.io/company/norr-com","size_band":"1-10","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"A","score":90,"open_postings":52,"ghost_share":0.077,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":96,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chicago, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":70000,"max":95000,"currency":"USD","period":"year","gross":null,"usd_annual":95000},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-16T04:00:00Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-11-05T09:47:06Z","board_verified":true,"closed_at":null,"days_open":50,"trust":{"level":"ok","repost_count":1,"flags":["company_stale"],"days_open":50},"description":"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.\nYou 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.\nThis position is required to be onsite.\nHow You Will Make an Impact\nLeading day-to-day IT service delivery across multiple office locations.\nProviding 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.\nResolving complex technical issues and acting as the senior escalation point for critical incidents.\nCoaching and mentoring IT Support Analysts while fostering a collaborative, customer-focused team culture.\nCoordinating workload, monitoring service performance, and helping ensure SLA commitments are achieved.\nSupporting Microsoft Windows, Intune, Azure/Entra ID, endpoint management, and enterprise user environments.\nIdentifying opportunities to improve processes, enhance service quality, and strengthen the overall user experience.\nPartnering with Infrastructure, Security, Business Applications, and vendors to deliver reliable IT services.\nWhat You Bring to the Team\n4–7 years of experience supporting enterprise IT environments.\n1–3 years of experience in a senior technical support, lead, or service coordination role.\nStrong knowledge of Microsoft Windows, Intune, Azure/Entra ID, endpoint management, and ITSM tools.\nExperience providing deskside and remote, end-user, hardware, software, and local office technology support in a base-office environment.\nExperience supporting Architecture, Engineering or Construction (AEC) environments is considered an asset.\nA passion for mentoring others, solving problems, and delivering outstanding customer service.\nITIL Foundation and Microsoft certifications are considered assets. \nWe are:\nThe 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.\nAt 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.\nThe hiring base salary range for this vacant position is $70,000.00 - $95,000.00 annually. 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