IT Service Lead
- Calgary, AB, Canada
As a productive member of our team, you will be rewarded with a salary of $70,000.00 to $80,000.00, as well as a range of attractive benefits, including: · Full-time
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Job details
- Pay
- As a productive member of our team, you will be rewarded with a salary of $70,000.00 to $80,000.00, as well as a range of attractive benefits, including:
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
About JORI Logistics
At JORI Logistics (JORI), we transform Freight Forwarding and Customs Brokerage into a competitive advantage for importers and exporters. Our clients rely on us to handle their global transportation needs so they can spend time on things that matter - like growing their businesses.
As a family-owned and operated company headquartered in Calgary, with offices in Houston, Almaty, and Cebu City, JORI is small enough to care and big enough to matter. We combine unparalleled customer service with robust technology solutions to transform logistics into a competitive advantage for importers and exporters. Since 1992, we’ve provided turnkey logistics services, including Canadian Customs Brokerage, U.S. Customs Brokerage, Air Freight, Ocean Freight, Ground Freight, Trade Consulting, and more.
For more information about our team and services, please visit our website.
About The Opportunity
JORI is expanding! We are currently looking for a full-time IT Service Lead to join our team in Calgary, Alberta on a hybrid work model. Reporting to the IT Director, you are responsible for leading a team to service the IT operational needs of the company and designing, maintaining, and optimizing the organization’s on-premises and cloud-based infrastructure.
Duties And Responsibilities
Service Management
Must Haves:
Technical Skills
Cloud Certifications
As a productive member of our team, you will be rewarded with a salary of $70,000.00 to $80,000.00, as well as a range of attractive benefits, including:
At JORI Logistics (JORI), we transform Freight Forwarding and Customs Brokerage into a competitive advantage for importers and exporters. Our clients rely on us to handle their global transportation needs so they can spend time on things that matter - like growing their businesses.
As a family-owned and operated company headquartered in Calgary, with offices in Houston, Almaty, and Cebu City, JORI is small enough to care and big enough to matter. We combine unparalleled customer service with robust technology solutions to transform logistics into a competitive advantage for importers and exporters. Since 1992, we’ve provided turnkey logistics services, including Canadian Customs Brokerage, U.S. Customs Brokerage, Air Freight, Ocean Freight, Ground Freight, Trade Consulting, and more.
For more information about our team and services, please visit our website.
About The Opportunity
JORI is expanding! We are currently looking for a full-time IT Service Lead to join our team in Calgary, Alberta on a hybrid work model. Reporting to the IT Director, you are responsible for leading a team to service the IT operational needs of the company and designing, maintaining, and optimizing the organization’s on-premises and cloud-based infrastructure.
Duties And Responsibilities
Service Management
- Own daily IT service delivery across all internal systems, ensuring high availability, performance, and reliability.
- Lead response to major incidents, act as the primary escalation point, and ensure rapid resolution with minimal business disruption.
- Track and report on SLAs, KPIs, system uptime, response times, and overall service health.
- Continuously improve processes, automation, documentation, and service efficiency.
- Manage on-premise servers, virtualization platforms (VMware/Hyper-V), storage systems, and network equipment (routers, switches, firewalls, Wi-Fi).
- Monitor system capacity, performance, and uptime; implement system upgrades and patches.
- Maintain network security including segmentation, access controls, and monitoring.
- Administer cloud resources (compute, storage, IAM, backups).
- Optimize cloud cost, performance, and security configurations.
- Deploy and manage cloud-based workloads, automation scripts, and monitoring tools.
- Implement cloud governance, compliance, and incident response processes.
- Manage IT service contracts, licensing renewals, and vendor SLAs.
- Evaluate new vendor offerings; negotiate contracts and pricing.
- Serve as the primary point of contact for service providers, MSPs, and hardware/software partners.
- Develop, maintain, and test DR and business continuity plans.
- Coordinate regular DR drills; document recovery procedures for critical systems.
- Ensure backup systems and cloud failover strategies meet RTO/RPO requirements.
- Implement security hardening, identity management, and access controls.
- Collaborate with MSPs on security audits, incident response, and compliance efforts (e.g., SOC 2, ISO 27001).
- Enforce cybersecurity policies, access controls, audits, patching, and regulatory compliance.
- Provide escalation support for infrastructure-related issues.
- Work with cross-functional teams to support new initiatives, software deployments, and technology improvements.
- Maintain documentation for networks, systems, and procedures.
Must Haves:
Technical Skills
- Strong understanding of network protocols, routing/switching, VPNs, and firewalls.
- Experience with Windows/Linux server administration.
- Proficiency in cloud platforms (Azure).
- Knowledge of virtualization (VMware, Hyper-V).
- Experience with infrastructure-as-code (Terraform, CloudFormation) is a plus.
- Strong grasp of backup solutions, high availability, and DR failover systems such as Veeam, Datto, etc.
- Familiarity with identity and access management (Azure AD, IAM).
- Contract and vendor negotiation capabilities.
- Knowledge of ITIL-based processes (change, problem, incident management).
- Project management skills (PMP or Agile experience is a bonus).
- Excellent documentation habits and process orientation.
- Strong communication and stakeholder management.
- Ability to lead a small team to achieve goals and uphold SLAs.
- Analytical mindset and proactive problem solving.
- Organizational skills for managing multiple concurrent projects.
- Information Technology
- Computer Science
- Information Systems
- Cybersecurity
- Or equivalent professional experience
Cloud Certifications
- Microsoft Azure Administrator AZ-104 or Solutions Architect AZ-305 is an asset
- CompTIA Network+ or Server+
- Cisco CCNA / CCNP
- VMware VCP
- CompTIA Security+
- CISSP (for senior roles)
- ITIL Foundation
- Prosci Change Management Certification
- Certified Change Management Professional (CCMP)
- CBCP (Certified Business Continuity Professional) optional but valuable
As a productive member of our team, you will be rewarded with a salary of $70,000.00 to $80,000.00, as well as a range of attractive benefits, including:
- Paramedical coverage and benefits
- Group insurance
- Work flexibility with our hybrid work model
- Career growth opportunities with our international portfolio
- Education support and personal development programs
- Reimbursement for home office equipment set-up
- An opportunity to join a family-first, tight-knit team with incredible culture!
More about this job
Responsibilities
Lead daily IT service delivery, manage major incidents and escalations, and monitor service performance and SLAs. Maintain and optimize on-premises and cloud infrastructure, networks, security, vendor relationships, and disaster recovery plans while supporting technology initiatives across the company.
Requirements
The role requires strong experience with networking, Windows or Linux servers, Azure, virtualization, backups, disaster recovery, and identity and access management. Candidates should also bring ITIL-based service management knowledge, vendor negotiation and team leadership abilities, strong documentation and communication skills, and a bachelor’s degree in a relevant field or equivalent professional experience.
Skills
- IT Service Delivery
- Incident Management
- Network Administration
- Windows and Linux Server Administration
- Azure Cloud Administration
- VMware and Hyper-V
- Infrastructure as Code
- Backup and Disaster Recovery
- Identity and Access Management
- Vendor and Contract Management
- ITIL Processes
- Cybersecurity
- Team Leadership
- Project Management
- Documentation
- Stakeholder Management
Benefits
- Paramedical Coverage
- Group Insurance
- Hybrid Work Flexibility
- Career Growth Opportunities
- Education Support
- Personal Development Programs
- Home Office Equipment Reimbursement
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Management & Leadership
- Security & Safety
- Logistics
Keywords
- IT Service Management
- ITIL
- Incident Management
- Change Management
- Problem Management
- Service-Level Agreements
- Key Performance Indicators
- Network Protocols
- Routing and Switching
- VPN
- Firewalls
- Windows Server
- Linux
- Microsoft Azure
- AWS
- Google Cloud Platform
- VMware
- Hyper-V
- Terraform
- CloudFormation
- Veeam
- Datto
- Azure Active Directory
- Identity and Access Management
- Disaster Recovery
- Business Continuity
- SOC 2
- ISO 27001
- CompTIA Network+
- Cisco CCNA