IT Service Lead

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

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.

Cloud 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.

Security & 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.

About You

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).

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.

Education: Bachelor’s degree in:

Information Technology

Computer Science

Information Systems

Cybersecurity

Or equivalent professional experience

Assets:

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

What We Offer

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!