Desktop Services Team Lead

About the firm

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 serving clients in major centers of business, finance, technology, and government across Boston, Chicago, Dublin, Hong Kong, London, Los Angeles, Milan, New York, Paris, San Francisco, Seoul, Shanghai, Silicon Valley, Singapore, Tokyo, and Washington, D.C.

Ropes & Gray is recognized for 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 and drive process improvements, enhance customer service, manage the Jira queue, and provide hands-on deskside technical support. This position plays a crucial leadership role in ensuring 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, including documentation, and work closely with the Desktop Engineering team to identify and 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 access to systems.
• 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 and identifying pain points and opportunities for customer service improvements.
• Oversee and manage the Desktop Services queue, ensuring tickets are properly assigned and monitor for ticket trends.
• Generate reports and insights on Desktop Services response times and user satisfaction to drive continuous improvement.
• Schedule and coordinate activities relating to the installation, maintenance, and day-to-day management of computers and PC-related software and hardware.
• Work with the Desktop Engineering, Desktop Services, and User Support teams to assist, diagnose, and resolve software and hardware-related problems.
• Collaborate 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.
• Strong drive to continuously learn about new technologies, processes, and ways to better customer service.

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. In addition, this role is eligible for a discretionary bonus based on performance. The actual offered rate will be determined based on job-related, non-discriminatory factors, including qualifications, experience, geographic location, education, external market data, and consideration of 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 of the role. Consistent and predictable on-site presence is required for ongoing business continuity, professional development, and effective collaboration with colleagues and management.