Desktop Support Lead

Desktop Support LeadLocation: Southington, CTDuration: Full TimeJob 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