Lead, IT Service Delivery

**Lead, IT Service Delivery** ============================= **Offered in:** Ottawa, Northern ON, NW QC, Windsor **Province** Ontario **City/Town** Ottawa **Hours** Daytime, Monday to Friday **Wage** $89,319 per year **Job ID** 26-339 **Department** Shared Services **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