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. 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., 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
• 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 this posting. This range may be subject to change as permitted by law. The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction. These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity. It is not typical for candidates to be hired at or near the top of the posted compensation range. In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws. Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation. Disclaimers Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem., About DMI DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including ma…