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.