Job Description
Role:
Field Support / Desk-Side Support Lead Locations:
Miami, FL (Hybrid Onsite) Duration:
12+ Months Contract F2F Interview MUST For Local Candidates Note:
Candidate needs to be in the office 4 Days every week. Local or candidates from adjacent states only. Flexibility to support after-hours or weekend activities, as needed Role Overview:
We are seeking an experienced Field Support / Desk-Side Support Lead to oversee onsite end-user support operations and ensure high-quality service delivery. This role combines hands-on technical expertise with team leadership, service management, and stakeholder engagement. The ideal candidate will drive operational excellence, improve user experience, and ensure adherence to SLAs/XLAs. Prior experience in the cruise line or hospitality industry is a strong advantage, given the dynamic and customer-centric environment. Key Responsibilities:
Leadership & Delivery Management:
Lead and manage a team of desk-side/field support engineers, ensuring consistent service delivery Act as the primary onsite lead and escalation point for critical incidents and VIP support Drive adherence to SLAs, XLAs, and KPIs (resolution time, first-touch resolution, CSAT) Collaborate with Service Desk, Infrastructure, Network, Security, and Application teams for end-to-end issue resolution Provide regular reporting and insights on performance, trends, and improvement opportunities Operational Excellence:
Oversee incident, request, and problem management processes Ensure timely execution of IMACD activities (Install, Move, Add, Change, Dispose) Maintain governance over asset lifecycle management and inventory control Identify and implement continuous improvement initiatives to enhance end-user experience Ensure compliance with ITIL processes, security policies, and organizational standards Technical Oversight :
Provide hands-on support for complex technical issues involving desktops, laptops, mobile devices, and peripherals Support and troubleshoot: Windows OS (10/11), Microsoft 365 suite Active Directory / Azure AD (user and access management) Network connectivity (LAN/Wi-Fi, VPN) Endpoint management tools (SCCM, Intune, etc.) Ensure effective use of ITSM tools (e.g., ServiceNow) for tracking and reporting Stakeholder & Customer Management Build strong relationships with business stakeholders and VIP users Act as a trusted advisor for workplace technology and user experience improvements Handle executive/VIP escalations with a high-touch service approach Required Skills & Qualifications:
5 8+ years of experience in Desk-Side / Field Support / End-User Computing, with lead or supervisory experience Strong knowledge of: Windows OS, Microsoft 365, and enterprise applications Active Directory / Azure AD Hardware troubleshooting (Dell, HP, Lenovo) Networking fundamentals (DNS, DHCP, IP, VPN) Experience managing onsite support teams and operations Hands-on experience with ITSM platforms (ServiceNow preferred) Proven ability to manage SLAs, KPIs, and service performance metrics Excellent communication, leadership, and stakeholder management skills Preferred Qualifications :
Prior experience in cruise line, maritime, or hospitality environments ITIL certification or strong understanding of IT Service Management frameworks Experience in managed services or SLA-driven delivery models Exposure to automation, self-service, and digital workplace solutions Key Competencies Strong leadership and team management skills Customer-first mindset with focus on user experience (XLAs) Ability to operate in a fast-paced, high-visibility environment Excellent problem-solving and decision-making capability High level of ownership, accountability, and professionalism
