JOB OVERVIEWFTAI Aviation is seeking an IT Service Delivery Specialist to anchor executive technology support at our New York City headquarters while delivering outstanding service to staff across the site. Embedded on the executive floor, this role is the first call for every executive technology need, owning each issue end-to-end, and extends the same standard of service to the broader headquarters user base and to staff at FTAI's global sites. The specialist works the core day shift of a 24/7 support pod, participates in the on-call rotation, owns the executive hot-spare device program, and supports board meetings, earnings calls, and investor events. This is a high-visibility, high-trust role for a senior support professional who combines deep technical range with polished executive presence and discretion.
Responsibilities:- Executive white-glove support (first priority)
- Provide immediate, personalized support to executives and executive assistants as the embedded executive-floor specialist, owning every issue through to resolution. Executive requests take precedence over other work.
- Cover the day shift of the 24/7 executive support pod; acknowledge requests routed through the dedicated executive line and inbox within five minutes and drive resolution within SLA.
- End user and global support
- Deliver responsive, high-quality support to headquarters staff across all departments and floors, applying the same service standard set for the executive team.
- Act as a senior escalation point for complex end-user issues from the service desk and managed services provider, driving resolution end to end.
- Provide remote support to hybrid, remote, and traveling staff using remote management tools, and support users at FTAI sites across North America and Europe in partnership with local IT and the managed services provider.
- Support employee onboarding, offboarding, and access requests, including device provisioning and first-day setup, to the standards of a SOX-regulated public company.
- Assist with office technology needs including shared conference rooms, hardware refreshes, moves and changes, and peripheral inventory.
- On-call and 24/7 coverage
- Participate in the PagerDuty on-call rotation, including scheduled evening and weekend coverage and backup escalation when the on-shift engineer is unavailable.
- Provide after-hours support for executives around board meetings, earnings calls, investor events, and international travel.
- Conduct structured shift handoffs with a written status pass on all open items to the evening specialist and overnight engineer.
- Executive hot-spare device program
- Own the executive hot-spare fleet of pre-provisioned laptops, desktops, and iPhones, kept enrolled, patched, and sign-in ready at all times.
- Run weekly patch verification, monthly sign-in tests, and quarterly live swap drills; execute device swaps within target times (laptop under 15 minutes; phone under 30, including number transfer).
- Execute lost-device response end-to-end: remote wipe, Temporary Access Pass issuance, MFA re-registration, and eSIM transfer.
- Boardroom, events, and travel
- Ensure flawless AV and conferencing for board meetings, earnings calls, and investor events, including pre-event checks and on-site presence during proceedings.
- Prepare and maintain executive travel go-kits; provide remote support for traveling executives across global sites and time zones.
- Platform and operations
- Administer executive endpoints and identity across Microsoft 365, Entra ID, Intune (Windows Autopilot and iOS/Apple Business Manager), Windows 11, and Windows Hello for Business.
- Own IT asset management for the site, including receiving, tagging, inventory, assignment, refresh cycles, and secure recovery and disposal of equipment.
- Maintain runbooks, documentation, and ticket hygiene; report monthly against service SLAs, including executive targets of five-minute acknowledgment and four-hour standard resolution.
- Identify and drive improvements that reduce friction for executives and end users, such as proactive device monitoring, standardization, and automation.
Required Qualifications- 7-10 years in IT end-user computing or service delivery, including 3+ years supporting executives or VIPs in a white-glove capacity within a fast-paced environment (private equity, financial services, law, aviation, or similar).
- Expert, hands-on proficiency with Microsoft 365, Entra ID, Intune mobile device management (Windows and iOS), Windows 11, and Autopilot provisioning.
- iPhone fleet management via Apple Business Manager, eSIM transfers, and MFA administration (Microsoft Authenticator, FIDO2 security keys, Temporary Access Pass).
- Conference room AV and videoconferencing expertise (Microsoft Teams Rooms or equivalent).
- Demonstrated ability to balance priority executive work with a broader end-user support queue without letting either slip.
- Polished executive presence; calm under pressure; absolute discretion with sensitive information.
- Willingness to participate in a scheduled on-call rotation, with flexibility for early mornings, evenings, and occasional weekends and holidays around board and investor events.
- Proficiency with ServiceNow or a comparable ITSM ticketing platform.
- Ability to lift and move equipment up to 50 pounds.
- Legally authorized to work in the U.S.; fluent in English (written and verbal).
Preferred Qualifications- Azure administration experience; Azure Virtual Desktop or Windows 365 Cloud PC.
- Experience in SOX-regulated or public-company environments.
- Experience with PagerDuty or similar on-call and paging platforms.
- Background in trading floor, executive floor, or other follow-the-person support models.
- Experience operating in a co-managed environment alongside a managed services provider.
- ITIL or comparable service management certification.
