IT Service Delivery Specialist

Franklin Fitch; New York (NY); On-site; USD 130,000 - 150,000; Full time

Benefits offered by this job

Bonus

Benefits

Job summary

Franklin Fitch is seeking an IT Service Delivery Specialist (Executive Support) in New York City on-site to deliver white-glove technology support to senior executives, managing incidents end-to-end and ensuring seamless experiences for leadership.

The role requires 7+ years in IT support, 3+ years supporting executives, and proficiency with Microsoft 365, Entra ID, Intune, Windows 11, and enterprise endpoint management, along with strong communication and discretion.

Qualifications

• 7+ years of experience within IT support, end-user computing, or service delivery environments.
• At least 3 years supporting executives, VIP users, or senior leadership teams in a white-glove capacity.
• Strong experience supporting Microsoft 365, Entra ID, Intune, Windows 11, and modern endpoint management technologies.
• Experience supporting video conferencing, meeting room technology, and corporate AV environments.
• Experience using ITSM platforms (e.g., ServiceNow) and ability to participate in on-call rotations.

Responsibilities

• Serve as the primary technology contact for executive leadership and executive assistants.
• Deliver high-touch, white-glove support with complete ownership of incidents through to resolution.
• Build trusted relationships with senior stakeholders through professionalism, responsiveness, and discretion.
• Support board meetings, leadership events, investor engagements, and other critical business activities.
• Provide proactive technology support to minimise disruption and enhance executive productivity.

Skills

Executive support

C-suite partnering

Discretion

Communication

On-call flexibility

Education

ITIL certification

Tools

Microsoft 365

Entra ID

Intune

Windows 11

Endpoint management

Apple devices management

Video conferencing systems

Job description

IT Service Delivery Specialist (Executive Support) | New York City (On-site) | $130,000 - $150,000 + Bonus + Benefits

Our client is a highly successful global organisation seeking an experienced IT Service Delivery Specialist to provide white-glove technology support to senior executives while delivering exceptional end-user services across a fast-paced corporate headquarters.

This is a highly visible role based on the executive floor, requiring a professional who combines strong technical capability with outstanding interpersonal skills, discretion, and executive presence.

The successful candidate will become the trusted first point of contact for C-suite technology support, taking ownership of issues from inception through resolution while ensuring a seamless technology experience for leadership and employees alike.

The ideal candidate will already be operating in a similar environment, supporting senior stakeholders within sectors such as financial services, private equity, professional services, legal, aviation, or other high-performance corporate settings.

About the Opportunity

Key Responsibilities

• Serve as the primary technology contact for executive leadership and executive assistants.
• Deliver high-touch, white-glove support with complete ownership of incidents through to resolution.
• Build trusted relationships with senior stakeholders through professionalism, responsiveness, and discretion.
• Support board meetings, leadership events, investor engagements, and other critical business activities.
• Provide proactive technology support to minimise disruption and enhance executive productivity.

End User Support & Service Delivery:

• Deliver outstanding support to employees across the headquarters location.
• Act as an escalation point for complex end-user incidents and service requests.
• Provide remote support to hybrid, mobile, and international users.
• Support onboarding, offboarding, device deployment, and access management processes.
• Assist with office moves, hardware refresh programmes, and workplace technology initiatives.

On-Call & Executive Coverage:

• Participate in a structured on-call rotation supporting a 24/7 service model.
• Provide occasional after-hours support for executive travel, board meetings, and business-critical events.
• Ensure effective handovers and continuity of support across shifts.

Executive Device Management:

• Maintain executive hot-spare laptops, mobile devices, and workstations.
• Ensure devices remain fully patched, configured, secure, and ready for immediate deployment.
• Coordinate rapid device replacement and recovery processes when necessary.
• Support identity management, MFA, mobile enrolment, and secure access services.
• Deliver flawless meeting room, AV, and video conferencing experiences.
• Support executive presentations, board meetings, earnings calls, and investor events.
• Ensure conference room technologies are proactively maintained and optimised.
• Support Microsoft 365 technologies and endpoint management platforms.
• Manage devices across Windows and Apple ecosystems.
• Maintain accurate asset management and lifecycle processes.
• Produce service documentation, knowledge articles, and operational reporting.
• Identify opportunities for automation, standardisation, and service enhancement.

Required Experience

• 7+ years of experience within IT support, end-user computing, or service delivery environments.
• At least 3 years supporting executives, VIP users, or senior leadership teams in a white-glove capacity.
• Strong experience supporting Microsoft 365, Entra ID, Intune, Windows 11, and modern endpoint management technologies.
• Experience managing Apple devices and mobile technology in enterprise environments.
• Strong understanding of identity, authentication, MFA, and device enrolment processes.
• Experience supporting video conferencing, meeting room technology, and corporate AV environments.
• Demonstrated ability to operate calmly and professionally under pressure.
• Excellent verbal and written communication skills.
• Strong customer service mindset with exceptional attention to detail.
• Experience using ServiceNow or similar ITSM platforms.
• Flexibility to participate in an on-call rota and provide support outside standard hours when required.

Preferred Experience:

• Experience supporting executive floors, trading floors, VIP environments, or high-profile stakeholder groups.
• Background within financial services, private equity, investment management, legal services, consultancy, aviation, or similar corporate environments.
• Experience within publicly listed or regulated organisations.
• Familiarity with PagerDuty or similar alerting platforms.
• ITIL certification or equivalent service management training.

What We're Looking For

More important than any individual technical skill is the ability to operate confidently in a highly visible, executive-facing environment. The successful candidate will be:

• Calm and composed under pressure.
• Highly polished and professional.
• Personable, approachable, and relationship-driven.
• Discreet when handling sensitive information.
• Proactive and service-oriented.
• Equally comfortable engaging with C-suite stakeholders and supporting broader user populations.