Specialist, IT Service Delivery

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., * Provide personalized, executive-level ITassistanceto meettechnologyneeds promptly.

• Offer advancedtroubleshooting forhardware, software, network, and endpoint issues to minimize downtime.

• Identifyand implementbestpractices and innovative solutions tooptimizeIT 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;assistwith 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 tomaintainbest-in-class support.

• Administer andoptimizethe IT ticketing system for operational efficiency.

• Maintainaccurateservice documentation, runbooks, and standard operating procedures.

• Inspect andvalidatehardware and software assets, recommending upgrades as needed.

• 5+ years in an end-usercomputeror service delivery role
• Proficiencywith Service Desk ticketing platforms (e.g., ServiceNow, Jira)
• Strong understanding of SLA, KPI, and SOW management
• Hands-on experience with Microsoft 365, Azure AD/Entra 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: Azure Administrator Associate
• Microsoft Certified: Modern Desktop Administrator Associate
• Additionallanguageproficiency(e.g., Spanish, French)

Preferred Skills and Tools

• Microsoft 365 & Azure Entra ID: Exchange Online, Teams, SharePoint, user/group administration
• Endpoint Management: Windows 11, Intune MDM, Azure Virtual Desktop (AVD)
• 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,firewallbasics
• 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.