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About the Role

FTAI Aviation is seeking an IT Service Delivery Specialist to provide executive technology support at our New York City headquarters. This high-visibility, high-trust role is responsible for end-to-end ownership of executive technology needs, extending the same high standard of service to the broader headquarters user base and global staff. The specialist will work a core day shift within a 24/7 support pod, participate in on-call rotations, manage the executive hot-spare device program, and support critical board meetings, earnings calls, and investor events. This position requires a senior support professional with deep technical expertise and polished executive presence.

Responsibilities

• Provide immediate, personalized, and end-to-end support to executives and executive assistants, prioritizing their requests.
• Acknowledge and resolve executive requests routed through the dedicated line and inbox within five minutes and SLA.
• Deliver responsive, high-quality support to all headquarters staff.
• Act as a senior escalation point for complex end-user issues.
• Provide remote support to hybrid, remote, and traveling staff.
• Support users at global FTAI sites in partnership with local IT and the managed services provider.
• Manage employee onboarding, offboarding, and access requests, including device provisioning and setup.
• Assist with office technology needs, including conference rooms, hardware refreshes, and inventory.
• Participate in the PagerDuty on-call rotation for scheduled evening and weekend coverage.
• Provide after-hours support for executives during critical events and travel.
• Conduct structured shift handoffs with written status updates.
• Own and manage the executive hot-spare fleet of devices, ensuring they are always ready.
• Perform weekly patch verification, monthly sign-in tests, and quarterly device swap drills.
• Execute lost-device response, including remote wipe and device replacement.
• Ensure flawless AV and conferencing for board meetings, earnings calls, and investor events.
• Prepare and maintain executive travel go-kits and provide remote support for traveling executives.
• Administer executive endpoints and identity across Microsoft 365, Entra ID, and Intune.
• Manage IT asset lifecycle for the site, including receiving, inventory, and disposal.
• Maintain runbooks, documentation, and ticket hygiene.
• Report monthly against service SLAs, including executive targets.
• Identify and drive improvements to reduce friction for executives and end users.

Requirements

• 7–10 years in IT end-user computing or service delivery.
• 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.
• Expertise in iPhone fleet management via Apple Business Manager, eSIM transfers, and MFA administration.
• Proficiency with conference room AV and videoconferencing (Microsoft Teams Rooms or equivalent).
• Demonstrated ability to balance priority executive work with broader end-user support.
• Polished executive presence, calmness under pressure, and absolute discretion.
• Willingness to participate in a scheduled on-call rotation with flexibility for off-hours.
• 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).

Skills

• Microsoft 365
• Entra ID
• Intune
• Windows 11
• Autopilot provisioning
• Apple Business Manager
• eSIM transfers
• MFA administration
• Microsoft Teams Rooms
• ServiceNow
• IT asset management
• AV and videoconferencing

Location

• New York City

Work Type

• Full-time
• Onsite

Experience Level

• Senior

About the Company

• FTAI owns and maintains commercial jet engines, focusing on the Maintenance, Repair and Exchange (MRE) of CFM56 and V2500 engines.
• FTAI's proprietary products and joint ventures simplify, reduce costs, and speed up engine maintenance.
• The company also owns and leases jet aircraft, facilitating attractive engine acquisition prices.
• FTAI invests in aviation assets and aerospace products that generate strong, stable cash flows with growth and appreciation potential.
• FTAI operates globally with offices in New York, Miami, Montreal, Singapore, Dubai, Portugal, United Kingdom, and Ireland.

Equal Opportunity

• FTAI Aviation Ltd. 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.