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) for our New York City headquarters. This role provides high-touch, executive-level technology support to C-suite and senior leaders on-site, with ownership from issue inception to resolution.

Ideal candidates have extensive IT support experience in highly visible environments and track records in corporate settings such as financial services, private equity, or professional services.

Qualifications

• 7+ years IT support or service delivery experience.
• 3+ years supporting executives, VIP users, or senior leadership in white-glove capacity.
• Strong experience with Microsoft 365, Entra ID, Intune, Windows 11, and modern endpoint management.
• Experience managing Apple devices in enterprise environments.
• Experience with identity, MFA, and device enrolment processes.
• Experience with video conferencing and corporate AV environments.
• Comfortable working under pressure and providing executive support.

Responsibilities

• Serve as the primary technology contact for executive leadership and assistants.
• Deliver high-touch, white-glove support with end-to-end ownership of incidents.
• Build trusted relationships with senior stakeholders through professionalism and discretion.
• Support board meetings, leadership events, and investor engagements.
• Provide proactive technology support to minimise disruption and enhance executive productivity.
• Deliver outstanding support to headquarters employees across Windows and Apple ecosystems.
• Act as escalation point for complex end-user incidents and service requests.

Skills

Executive support

Microsoft 365

Identity management

On-call support

ServiceNow

Device management

Tools

ServiceNow

Intune

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.