Field Support​/Desk-Side Support Lead

Position: Field Support / Desk-Side Support Lead
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Location This is an onsite role based in MiamI, FL.About The Job You're Considering 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.

Your Role 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., Service Now) 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

Your Skills And Experience5–8+ 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 (Service Now preferred)
Proven ability to manage SLAs, KPIs, and service performance metrics

Excellent communication, leadership, and stakeholder management skills

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

Strong leadership and team management skill

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

The base compensation range for this role in the posted location is: $70,176- $170,040.Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of…