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IT Service Lead

jori

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.

About jori

  • 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!

Responsibilities

  • Servi ce 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.
  • Infrastructure & Network Management 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.
  • Operations (Azure/AWS/GCP) 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.
  • Contract & Vendor Management 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.
  • Disaster Recovery & Business Continuity 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.
  • & Compliance 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.
  • Support & Collaboration 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.

Requirements

  • 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).
  • 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).
  • Operational & Management Skills 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.
  • Soft Skills 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.
  • Bachelor’s degree in: Information Technology Computer Science Information Systems Cybersecurity Or equivalent professional experience

Preferred

  • Experience with infrastructure-as-code (Terraform, CloudFormation) is a plus.
  • Cloud Certifications Microsoft Azure Administrator AZ-104 or Solutions Architect AZ-305 is an asset
  • Networking & Infrastructure CompTIA Network+ or Server+ Cisco CCNA / CCNP VMware VCP Security & Compliance CompTIA Security+ CISSP (for senior roles) IT Service Management / Change Management ITIL Foundation Prosci Change Management Certification Certified Change Management Professional (CCMP) Disaster Recovery & Continuity CBCP (Certified Business Continuity Professional) optional but valuable

Benefits

  • 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!
  • Do our values resonate with you?
  • If you want to be a part of a fast-growing and technology-driven company with a global reach, apply now!