Technology Service Delivery Lead Location: Montreal, QC, CA
JOB OVERVIEWThe Technology Service Delivery Lead runs IT support for FTAI Aviation's Montreal site. The role is split between hands-on work and oversight. You handle incidents, requests, endpoints, and site projects yourself, and you direct the onsite contractors and vendors who support the site. You are the escalation point for the Montreal business and a working member of FTAI's global service delivery team, following global standards and helping other sites when needed.
Responsibilities:- Run day-to-day IT support for the Montreal site, including coverage across shifts
- Provide hands-on support every day: Microsoft 365, Entra ID, Intune, Windows 11 endpoints, desk-side and shop-floor support
- Direct onsite contractors and managed service provider resources: set scope, schedule coverage, check work quality, approve hours and invoices, and hold them to their SLAs
- Own incidents, requests, changes, and problems for the site and meet SLAs and KPIs
- Act as the escalation point for the Montreal business and drive root-cause fixes to closure
- Support applications, user testing, and audio-visual and meeting rooms, and roll out global deployments on site
- Deliver site projects hands-on, such as hardware refresh, network changes, shop-floor technology, and M365/Intune standardization
- Build relationships with site leadership and employees, and bring Montreal's needs to global IT
- Work as part of FTAI's global service delivery team: follow global standards and tooling, help with global projects, and provide backup coverage for other sites
- Document procedures and contribute to the knowledge base so other sites can reuse them
- Track support KPIs and SLAs, report on service health, and fix what is off track
- Manage the site IT budget, including contractor spend, hardware lifecycle, and local vendor contracts
- Keep the site compliant with FTAI policies, security standards, and SOX/ITGC controls, including onboarding, offboarding, and access reviews
- Deliver training that helps Montreal teams use FTAI technology well
Qualifications:- Bachelor's degree in IT, Computer Science, or related field
- 7+ years of hands-on IT support or end-user computing experience, including directing contractors or vendors
- Experience managing contractors or managed service providers against SLAs
- Working knowledge of ITSM processes (incident, change, problem)
- Hands-on experience with Microsoft 365, Azure AD/Entra ID, Intune MDM, Windows 10/11
- Clear communicator, comfortable with site leadership and vendors; fluent in French and English
Preferred:- Bachelor's or Master's in IT Management, Business Administration or similar
- Experience supporting 500+ users across multiple sites or shifts
- Experience with vendor selection, contracts, or MSP transitions
- ITIL v4 Foundation or Practitioner certification
- Microsoft Certified: Azure Administrator Associate; MD-102 Endpoint Administrator
- PMP, PRINCE2, or equivalent project management certification
What we offer you:- Competitive compensation
- Time to recharge with vacation, personal days, holidays, and parental leaves
- Comprehensive Family Medical, Dental and Vision coverage available on your first day of employment
- Virtual Health Care (24/7 access to medical professionals)
- A Wellness Spending Account to aid in your wellness journey
- Employee & Family Assistance Program (EFAP) which includes free face to face counselling sessions
- Medical Travel Insurance
- Onsite fitness facilities at our main office locations
- A Registered Retirement Savings Plan that includes matching company contributions on your first day of employment, that also includes access to Financial Advisors providing investment advice and comprehensive financial planning
Language Requirements in Quebec:Intermediate level knowledge of English is necessary for aeronautical personnel to meet regulatory requirements, understand technical procedures and instructions, and document entries regarding work performed on the aeronautical product for customers outside Quebec
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