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!