Lead, IT Service Delivery

Offered in: Ottawa, Northern ON, NW QC, Windsor

Location: 24 Colonnade Road, Ottawa ON (Free parking on-site)
Schedule: Daytime, Monday to Friday
Starting Salary: $89,319 per year

What you will be doing…

Commissionaires Ottawa is modernizing the technology that supports our staff, clients, and mission. We are seeking a Lead, IT Service Delivery to make sure our employees at headquarters and in our regional offices get reliable, responsive technology support.

Reporting to the Senior Manager, Technology Services, you will own our incident, service request, problem, and knowledge management processes, set Service Desk priorities, and act as the senior escalation point for service issues.

You will also provide hands-on administration and troubleshooting across Microsoft 365, Entra ID, Intune, and Azure, help business areas turn their needs into practical technical solutions, and coach the team to deliver great service.

Some of your responsibilities include…

• Own Service Desk and end-user support performance against service levels, monitoring ticket queues, aging work, and workload distribution
• Triage, prioritize, and assign incidents and service requests, and own them from intake through resolution, including when other teams or vendors are involved
• Act as the senior escalation point for end-user and cloud service issues, and keep users and stakeholders informed during outages and high-impact incidents
• Provide senior hands-on troubleshooting and administration across Microsoft 365, Entra ID, Intune, Azure, and Active Directory
• Gather requirements from business areas and translate them into practical technical options and recommendations
• Own the incident, request, problem, and knowledge management processes, and lead root-cause investigation of recurring issues
• Recommend and implement automation, self-service, and standardization to reduce repetitive work
• Develop and maintain SOPs, runbooks, and knowledge-base content, and make sure new technologies are ready to support before they go live
• Set day-to-day priorities, coach Technology Services staff, and report service KPIs, trends, and risks to leadership

What’s in it for you?

• Work for a reputable and nationally known company
• Work in a challenging and rewarding work environment
• Employer paid professional development
• A comprehensive benefits package
• Generous paid time off, holidays and sick days
• Employee discount programs, social outings and holiday gatherings
• Free parking on-site

You’re a good fit if you…

• Take ownership of your work and see it through with limited direction
• Stay calm and prioritize well when incidents and requests compete for attention
• Communicate clearly with technical and non-technical people, especially during high-impact incidents
• Enjoy solving complex, multi-system problems and getting to the root cause
• Like coaching others and raising the bar for customer service
• Know when to act on your own and when to escalate

Your must-haves:

• College diploma in Computer Science, Information Technology, or a related field (a relevant combination of education and experience will be considered)
• 5 years’ experience in IT service delivery or end-user support, including at least 2 years as an escalation point or coordinating service desk work
• ITIL Foundation certification (or equivalent experience) and experience with ITSM platforms
• Strong hands-on experience administering Microsoft 365, Entra ID, Intune, and Active Directory
• A high degree of discretion and the ability to handle privileged system access and sensitive information responsibly
• Bilingualism (English and French) is considered an asset
• Microsoft or Azure certification is considered an asset
• PowerShell scripting experience is considered an asset
• Must be eligible for and able to obtain and maintain a Government of Canada Secret security clearance

Application Process

If we’re the right fit for you, we want to hear from you! Send us your resume and cover letter to [email protected].

NOTE: Only those candidates that meet the specified requirements will be considered for this position. Candidates that do not meet the requirements may be considered for similar opportunities.

Commissionaires Ottawa values the diversity of our workforce and respects its employees as individuals, regardless of race, nationality, religion, sexual orientation, gender and age.

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and Commissionaires’ Policies on Accommodation, a request for accommodation will be accepted as part of Commissionaires’ hiring process.

Commissionaires Ottawa does not use artificial intelligence (AI) to screen, assess, or select applicants. However, please be aware that some third-party tools we utilize in our recruiting and selection process may incorporate AI technology.

We appreciate all who apply; however, we will only be contacting candidates of interest.

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