Desktop Support Lead

Job Role: Desktop Support Lead

Location: Southington, CT

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 standard
• 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.