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
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