Field Support / Desk-Side Support Lead

Field Support / Desk-Side Support Lead Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world. Location This is an onsite role based in MiamI, FL. About The Job You're Considering 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 Your Skills And Experience 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. 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. This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact. Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process. Click the following link for more information on your rights as an Applicant in the United States. 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. #J-18808-Ljbffr Capgemini