Desktop Support Lead

Desktop Support Lead Location: Southington, CT Duration: Full Time Job Description: • Provide Level 2/3 support for hardware, software, and network issues. • Troubleshoot and resolve escalated incidents within SLA. • Ensure compliance with IT policies and security standards. • Supervise and mentor desktop support technicians. • Allocate tasks and monitor workload distribution. • Conduct performance reviews and provide training where necessary. • Act as a liaison between end-users and IT management. • Communicate updates on major incidents and planned maintenance. • Maintain accurate documentation of incidents, resolutions, and processes. • Develop and enforce standard operating procedures (SOPs). • Drive continuous improvement initiatives for support processes. • Oversee hardware/software inventory and lifecycle management. • Coordinate procurement and deployment of IT assets. • Strong knowledge of Windows/Mac OS, Active Directory, Office 365, and networking basics. • Familiarity with ITIL framework and ticketing systems (e.g., ServiceNow). • Excellent problem-solving, communication, and leadership skills. JConnect Infotech