Specialist, IT Service Delivery

IT Service Delivery SpecialistFTAI owns and maintains commercial jet engines with a focus on the Maintenance, Repair and Exchange (MRE) of CFM56 and V2500 engines. FTAI's propriety portfolio of products, including The Module Factory and a joint venture to distribute engine PMA helps make CFM56 and V2500 engine maintenance simpler, more cost-effective, significantly faster, and more environmentally friendly. Additionally, FTAI owns and leases jet aircraft which often facilitates the acquisition of engines at attractive prices. FTAI invests in aviation assets and aerospace products that generate strong and stable cash flows with the potential for earnings growth and asset appreciation.FTAI operates globally and has offices in New York, Miami, Montreal, Singapore, Dubai, United Kingdom and Ireland.The IT Service Delivery Specialist is responsible for ensuring seamless IT service delivery and white-glove support for executives and staff. They will drive operational excellence by resolving real-time issues, maintaining high service standards, and continuously improving IT processes and user satisfaction.Responsibilities:Provide personalized, executive-level IT assistance to meet technology needs promptly.Offer advanced troubleshooting for hardware, software, network, and endpoint issues to minimize downtime.Identify and implement best practices and innovative solutions to optimize IT service delivery.Act as the main contact for all onsite technology requests and coordinate resources.Route complex incidents to the Service Desk or relevant teams and ensure end-to-end resolution.Support network and system security operations; assist with data protection, access controls, and backup management.Manage employee onboarding, offboarding, and access requests, enforcing security standards.Monitor and report on service metrics (SLAs, KPIs), analyzing trends to maintain best-in-class support.Administer and optimize the IT ticketing system for operational efficiency.Maintain accurate service documentation, runbooks, and standard operating procedures.Inspect and validate hardware and software assets, recommending upgrades as needed.Qualifications:5+ years in an end-user computer or service delivery roleProficiency with Service Desk ticketing platforms (e.g., ServiceNow, Jira)Strong understanding of SLA, KPI, and SOW managementHands-on experience with Microsoft 365, Azure AD/Entra ID, Intune MDMFluent English and legal U.S. work authorizationPreferred:Experience supporting 500+ users in a global enterpriseITIL v4 Foundation or higher certificationMicrosoft Certified: Azure Administrator AssociateMicrosoft Certified: Modern Desktop Administrator AssociateAdditional language proficiency (e.g., Spanish, French)Preferred Skills and Tools:Microsoft 365 & Azure Entra ID: Exchange Online, Teams, SharePoint, user/group administrationEndpoint Management: Windows 11, Intune MDM, Azure Virtual Desktop (AVD)Ticketing & ITSM: ServiceNow, or equivalentRemote Support & Monitoring: Endpoint Configuration Manager, remote-access toolsBackup & DR: Azure Backup, Veeam, or similar solutionsNetwork & Security Basics: LAN/WAN fundamentals, VPN setup, firewall basicsReporting & Analytics: Power BI, Excel for SLA/KPI trackingCollaboration Tools: Teams administration, ZoomJob Demands:Work is performed in a shop environment and requires the ability to perform extensive standing, driving, walking, and climbing; to lift up to 50lbs. regularly; to manipulate up to 100lbs. with assistance. Must be able to bend, stoop, climb to reach materials, and work in a noisy environment.Equal Opportunity Employment Statement:Our company is an equal opportunity employer. We do not discriminate against any employee or applicant based on race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, genetic information, sexual orientation, gender identity, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws.