IT Service Delivery Specialist

Franklin Fitch; New York (NY); Presencial; USD 130.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Bonus

Benefits

Descripción de la vacante

Franklin Fitch is hiring an IT Service Delivery Specialist for executive support in New York City. The role focuses on white-glove, end-to-end technology assistance for C-suite and senior staff on-site, ensuring a seamless experience across devices and services.

The ideal candidate will have 7+ years in IT support, strong Microsoft 365 and endpoint management experience, and a proven ability to operate calmly under pressure while maintaining discretion and strategic comms with executives.

Formación

• 7+ years in IT support or service delivery environments.
• At least 3 years supporting executives or VIP users in a white-glove capacity.
• Experience with Microsoft 365, Entra ID, Intune, Windows 11, and modern endpoint management.

Responsabilidades

• Serve as the primary technology contact for executive leadership and assistants.
• Deliver high-touch, white-glove support from incident to resolution.
• Build trusted relationships with senior stakeholders through professionalism and discretion.
• Support board meetings, leadership events, investor engagements, and other critical activities.
• Provide proactive technology support to minimize disruption and boost executive productivity.

Conocimientos

Executive support

Microsoft 365

VIP support

On-site support

ServiceNow

Herramientas

ServiceNow

Intune

Windows 11

Apple devices

Descripción del empleo

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

About the Opportunity

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.

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.