Desktop Support Lead

Job Title

Job Title: Desktop Support Lead

Location: Southington, CT
Duration: Fulltime

• 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., Service Now).
• Excellent problem‑solving, communication, and leadership skills.

Salary Range: $65,000 – $70,000 per year

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.