Field Support / Desk-Side Support Lead

• 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., 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

• 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, * 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