Field Support / Desk-Side Support Lead

We are looking for an experienced Field Support / Desk-Side Support Lead to lead onsite end-user support operations and deliver an exceptional workplace technology experience.In this role, you will manage a team of support engineers, oversee incident and service request management, provide VIP/executive support, and ensure adherence to SLAs, XLAs, and service performance metrics. You will work closely with Service Desk, Infrastructure, Network, Security, and Application teams to drive operational excellence and continuous improvement.Key Skills:Desk-Side Support / Field Support LeadershipWindows 10/11 & Microsoft 365Active Directory / Azure ADSCCM, Intune, Endpoint ManagementServiceNow or other ITSM toolsLAN/Wi-Fi, VPN, DNS, DHCP TroubleshootingAsset Lifecycle & IMACD ManagementSLA/KPI Management and VIP SupportRequirements:5+ years of experience in End-User Computing, Desktop Support, or Field SupportPrior team lead or supervisory experienceStrong customer service and stakeholder management skillsITIL knowledge or certification preferredPreferred:Experience in Cruise Line, Maritime, Hospitality, or Managed Services environmentsExposure to automation, self-service, and digital workplace solutions