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.
  
  

Key Responsibilities:

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
  

Required Skills & Qualifications

• 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
  

Preferred Qualifications:

• 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
  

Work Model:

• Onsite role in Miami, FL

• Minimum 4 days per week onsite presence required

• Flexibility to support after-hours or weekend activities, as needed

The pay range that the employer in good faith reasonably expects to pay for this position is $23.11/hour - $36.12/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis.

Tundra Technical Solutions is among North America’s leading providers of Staffing and Consulting Services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.

Salary : $23 - $36