Desktop Support Lead

Roles and Responsibilities Provide Level 2/3 support for hardware, software, OS, and basic network issues. Resolve escalated incidents within SLA and ensure IT policy and security compliance. Supervise, mentor, and allocate tasks to desktop support technicians. Conduct performance reviews and provide training as needed. Act as a liaison between end-users and IT management. Communicate updates on major incidents and planned maintenance. Maintain documentation, SOPs, and drive process improvements. Manage hardware/software inventory and asset lifecycle. Coordinate IT asset procurement and deployment. Required Skills & Qualifications Strong knowledge of Windows and macOS operating systems. Hands‑on experience with Active Directory, Office 365, and basic networking concepts. Familiarity with ITIL framework and ticketing systems such as ServiceNow. Proven experience in Level 2/3 desktop support roles. Excellent problem‑solving, leadership, and decision‑making skills. Strong verbal and written communication skills. Ability to manage multiple priorities in a fast‑paced environment. #J-18808-Ljbffr Veriipro