Desktop Services Team Lead
Ropes & Gray is a preeminent global law firm ranked in the top three on The American Lawyer's A-List for eight consecutive years and #1 on Law.com's UK A-List twice in the past three years. The firm has approximately 2,500 lawyers and professionals across major business centers including Boston, Chicago, Dublin, Hong Kong, London, Los Angeles, Milan, New York, Paris, San Francisco, Seoul, Shanghai, Silicon Valley, Singapore, Tokyo, and Washington, D.C. The firm is recognized for its leading practices in asset management, private equity, M&A, finance, real estate, tax, antitrust, life sciences, health care, intellectual property, litigation & enforcement, privacy & cybersecurity, and business restructuring.
About the role
The Desktop Services Team Lead will report to the Desktop Services Supervisor, driving process improvements, enhancing customer service, managing the Jira queue, and providing hands-on deskside technical support. This role ensures seamless processes, top-notch deskside support, and an outstanding end-user experience.
Responsibilities
- Identify and implement efficiencies in desktop support processes, including documentation, ticket management, and incident response.
- Standardize and improve hardware deployment processes, collaborating with the Desktop Engineering team to troubleshoot issues.
- Work with Desktop Services leadership to streamline workflows, enhance team efficiency, and optimize the end-user experience.
- Oversee and execute the IT onboarding process for new hires, ensuring they receive all necessary equipment and system access.
- Act as a point of contact for IT support tickets, ensuring timely resolution and a positive end-user experience.
- Foster a customer-centric culture by proactively engaging with end users to identify pain points and opportunities for improvement.
- Oversee and manage the Desktop Services queue, ensuring proper ticket assignment and monitoring for trends.
- Generate reports and insights on Desktop Services response times and user satisfaction to drive continuous improvement.
- Schedule and coordinate activities related to the installation, maintenance, and day-to-day management of computers and PC-related software/hardware.
- Collaborate with Desktop Engineering, Desktop Services, and User Support teams to diagnose and resolve software and hardware issues.
- Work with the IT Asset Management Administrator to ensure accurate record-keeping of all personal computers and related equipment.
- Oversee the receipt, storage, and disposal of computer hardware with the IT Asset Management Administrator.
- Coordinate and perform scheduled equipment moves throughout the firm as needed.
- Work on special projects as required.
- Travel as necessary, at times with limited advanced notice.
Requirements
- Minimum 5–7 years of desktop computer systems experience.
- Advanced knowledge of PC hardware, Windows OS, and law firm applications.
- Passion for customer service and improving the overall IT support experience.
- Ability to troubleshoot hardware, software, network, and peripheral device issues effectively.
- Strong interpersonal and communication skills, with the ability to explain technical concepts to non-technical users.
- Strong analytical skills and a drive to continuously learn about new technologies and processes.
Benefits
Ropes & Gray offers a comprehensive Total Rewards package, including health and well-being benefits, personal and professional development, career growth opportunities, and a collegial and supportive culture.
Pay
The anticipated pay range for this role is listed below and represents the firm’s good faith and reasonable estimate of the starting salary range at the time of posting. This role is also eligible for a discretionary bonus based on performance. The actual offered rate will be determined based on qualifications, experience, geographic location, education, external market data, and internal equity.
- Boston, Washington D.C., Los Angeles: $88,600 – $135,100
- New York: $96,600 – $147,300
- Silicon Valley, San Francisco: $100,700 – $153,550
Schedule
This position requires on-site presence as an essential function. Consistent and predictable on-site presence is required for ongoing business continuity, professional development, and effective collaboration with colleagues and management.