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IT Services Lead

JETNET LLC
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At JETNET, we pride ourselves on being an aviation intelligence organization that values Integrity, Quality, Collaboration, and Customer Focus. Our mission is to collect aviation data globally and make it easily accessible, usable, and valuable across every segment in aviation. JETNET's data blending process involves a combination of powerful data ingestion automation, finely tuned algorithms, machine learning, and meticulous human curation. Our team, affectionately known as Jetnetters, spans across the United States, Canada, and Europe.

We work hard, but we also know how to have fun - just ask about our legendary summer Cornhole/Bean Bag Toss competition - it's a thing!! Our Utica, NY corporate office is nestled in a beautiful historic building, providing a unique and inspiring work environment.  

Description

We’re looking for an IT Services Lead to own IT service delivery, end-user support, systems operations, and information security for a distributed team across North America and Europe. You’ll  run a metrics-driven Service Desk, set and uphold SLAs, harden our security posture, and guide our ongoing transition to AWS, partnering closely with Engineering and business stakeholders to keep our crews productive and our systems resilient.

Key Responsibilities:

  • Run a high-performing IT Service Desk; define, monitor, and improve SLAs and service KPIs.
  • Provide hands-on support to 100+ users across hybrid/remote environments (Utica HQ and international).
  • Administer O365/Microsoft 365, identity/access, UC/VoIP, networks, and endpoint management.
  • Manage SaaS, COTS, and internally developed applications; oversee VDI/Citrix and application distribution.
  • Drive the migration of on-prem/MSP-hosted systems to AWS; maintain reliable, scalable operations.
  • Implement and enforce end-user security controls, device hardening, and data protection policies.
  • Support business continuity and disaster recovery planning, testing, and remediation.
  • Establish and maintain IT policies, standards, and governance; champion continuous improvement.
  • Coordinate external vendors, contracts, and renewals; prepare cost/benefit analyses and business cases.
  • Report on performance, risk, and roadmap progress to leadership; foster a culture of accountability.

What We’re Looking For:

  • 5+ years leading or running IT support/service delivery in a hybrid, multi-site environment.
  • Proven IT Service Management chops (ITIL Foundations or similar); strong KPI/SLA discipline.
  • Hands-on expertise with Microsoft 365/O365, identity (AD/AAD/Entra), UC/VoIP, and networking.
  • Experience with Citrix/VDI, endpoint management, and software deployment at scale.
  • Working knowledge of AWS services and cloud migration best practices.
  • Security mindset with experience implementing end-user security and compliance controls (Security+, CISSP, or similar a plus).
  • Vendor and contract management experience with an eye for cost, reliability, and performance.
  • Excellent communicator who can translate tech into clear, actionable guidance for non-technical audiences.
  • Bias for action, customer focus, and a continuous improvement approach to process and tooling.

Location:

Hybrid in Utica, NY. Open to applicants with current legal authorization to work in the United States.

Annual Salary Range:

$75,000 USD - $85,000 USD 

Why Join Us?

At JETNET, you’ll be part of an innovative company that stands at the forefront of aviation data solutions with a sterling reputation in the industry.

Benefits That Support Your Well-Being:

  • Remote Work Flexibility: Enjoy a balanced work-life arrangement with hybrid flexibility, empowering you to deliver your best work from the office and your home.
  • Comprehensive Paid Time Off: We understand the value of rest and recharge, so we offer competitive PTO to support a healthy work-life balance.
  • Comprehensive Benefits Coverage: With health, dental, and vision benefits, we prioritize your well-being so you can focus on making an impact.

Ready to take flight with us?

Apply today at the link below and become a part of the JETNET Team!

https://recruiting.myapps.paychex.com/appone/MainInfoReq.asp?R_ID=6957113

EOE Statement

JETNET is an Equal Opportunity Employer committed to fostering diversity and inclusion. We do not discriminate based on race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under federal, state, or local law. We take affirmative action to ensure equal opportunity in all employment decisions.

If you need reasonable accommodations for any part of the application or hiring process due to a disability, please contact us at hr@jetnet.com. We will work with you to provide the necessary support to ensure equal access to employment opportunities.