Specialist, IT Service Delivery

FTAI Aviation; Miami (FL); On-site; USD 85,000 - 110,000; Full time

Job summary

FTAI Aviation is seeking an IT Service Delivery Specialist to ensure seamless IT service delivery and white-glove support for executives and staff. You will drive operational excellence by resolving real-time issues, maintaining high service standards, and continuously improving IT processes and user satisfaction.

Responsibilities include providing executive IT assistance, advanced troubleshooting, coordinating on-site technology requests, managing incidents end-to-end, supporting security

Qualifications

• 5+ years in an end-user computer or service delivery role.
• Proficiency with Service Desk ticketing platforms (e.g., ServiceNow, Jira).
• Strong understanding of SLA, KPI, and SOW management.
• Hands‑on experience with Microsoft 365, Azure AD/Intune MDM.
• Fluent English and legal U.S. work authorization.

Responsibilities

• Provide executive-level IT assistance to meet technology needs.
• Troubleshoot hardware, software, network, and endpoints to minimize downtime.
• Identify and implement best practices to optimize IT service delivery.
• Serve as the main onsite technology contact and coordinate resources.
• Route incidents to Service Desk and ensure end-to-end resolution.
• Support network and system security operations; assist with data protection and backups.
• Manage onboarding/offboarding and access requests, enforce security.
• Monitor service metrics (SLAs, KPIs) and report trends.
• Administer the IT ticketing system for efficiency.
• Maintain runbooks and standard operating procedures.
• Inspect and validate hardware/software assets; recommend upgrades.

Skills

Executive support

End-user support

SLA management

ITIL knowledge

English fluency

Education

Bachelor's degree in IT

Tools

ServiceNow

Jira

Microsoft 365

Azure AD

Intune MDM

Power BI

Job description

FTAI owns and maintains commercial jet engines with a focus on the Maintenance, Repair and Exchange (MRE) of CFM56 and V2500 engines. FTAI’s propriety portfolio of products, including The Module Factory and a joint venture to distribute engine PMA helps make CFM56 and V2500 engine maintenance simpler, more cost‑effective, significantly faster, and more environmentally friendly. Additionally, FTAI owns and leases jet aircraft which often facilitates the acquisition of engines at attractive prices. FTAI invests in aviation assets and aerospace products that generate strong and stable cash flows with the potential for earnings growth and asset appreciation.

FTAI operates globally and has offices in New York, Miami, Montreal, Singapore, Dubai, United Kingdom and Ireland.

JOB OVERVIEW

The IT Service Delivery Specialist is responsible for ensuring seamless IT service delivery and white-glove support for executives and staff. They will drive operational excellence by resolving real-time issues, maintaining high service standards, and continuously improving IT processes and user satisfaction.

Responsibilities:

• Provide personalized, executive-level IT assistance to meet technology needs promptly.
• Offer advanced troubleshooting for hardware, software, network, and endpoint issues to minimize downtime.
• Identify and implement best practices and innovative solutions to optimize IT service delivery.
• Act as the main contact for all onsite technology requests and coordinate resources.
• Route complex incidents to the Service Desk or relevant teams and ensure end-to-end resolution.
• Support network and system security operations; assist with data protection, access controls, and backup management.
• Manage employee onboarding, offboarding, and access requests, enforcing security standards.
• Monitor and report on service metrics (SLAs, KPIs), analyzing trends to maintain best-in-class support.
• Administer and optimize the IT ticketing system for operational efficiency.
• Maintain accurate service documentation, runbooks, and standard operating procedures.
• Inspect and validate hardware and software assets, recommending upgrades as needed.

Qualifications:

• 5+ years in an end-user computer or service delivery role
• Proficiency with Service Desk ticketing platforms (e.g., ServiceNow, Jira)
• Strong understanding of SLA, KPI, and SOW management
• Hands‑on experience with Microsoft 365, Azure AD/Entr a ID, Intune MDM
• Fluent English and legal U.S. work authorization

Preferred:

• Experience supporting 500+ users in a global enterprise
• ITIL v4 Foundation or higher certification
• Microsoft Certified: Modern Desktop Administrator Associate
• Additional language proficiency(e.g., Spanish, French)

Preferred Skills and Tools

• Ticketing & ITSM: ServiceNow, or equivalent
• Remote Support & Monitoring: Endpoint Configuration Manager, remote‑access tools
• Backup & DR: Azure Backup, Veeam, or similar solutions
• Network & Security Basics: LAN/WAN fundamentals, VPN setup, firewall basics
• Reporting & Analytics: Power BI, Excel for SLA/KPI tracking
• Collaboration Tools: Teams administration, Zoom

Job Demands:

Work is performed in a Shop environment and requires the ability to perform extensive standing, driving, walking, and climbing; to lift up to 50lbs. regularly; to manipulate up to 100lbs. with assistance. Must be able to bend, stoop, climb to reach materials, and work in a noisy environment.

Equal Opportunity Employment Statement:

Our company 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.