What are the responsibilities and job description for the Field Support / Desk-Side Support Lead position at Aptino, Inc.?
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 Leadership
- Windows 10/11 & Microsoft 365
- Active Directory / Azure AD
- SCCM, Intune, Endpoint Management
- ServiceNow or other ITSM tools
- LAN/Wi-Fi, VPN, DNS, DHCP Troubleshooting
- Asset Lifecycle & IMACD Management
- SLA/KPI Management and VIP Support
Requirements:
- 5 years of experience in End-User Computing, Desktop Support, or Field Support
- Prior team lead or supervisory experience
- Strong customer service and stakeholder management skills
- ITIL knowledge or certification preferred
Preferred:
- Experience in Cruise Line, Maritime, Hospitality, or Managed Services environments
- Exposure to automation, self-service, and digital workplace solutions
Salary : $20 - $25