Desktop Services Lead — Elevate End-User IT Experience

Ropes & Gray LLP; Boston (MA); On-site; USD 89,000 - 135,000; Full time

Job summary

Ropes & Gray LLP is seeking a Desktop Services Team Lead in Boston to drive process improvements, deliver top-tier desk-side IT support, and lead the Desktop Services team to ensure an outstanding end-user experience. The role reports to the Desktop Services Supervisor and involves hands-on leadership, ticket management, onboarding, and cross-team collaboration.

The position emphasizes a customer-centric approach, operational efficiency, on-site responsibility, and occasional travel to support

Qualifications

• Minimum 5 - 7 years 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

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 working closely with the Desktop Engineering team to identify and troubleshot issues.
• Work with Desktop Services leadership to streamline workflows, enhance efficiency of the Desktop Services team 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.

Skills

Desktop systems

PC hardware

Windows OS

Customer service

Troubleshooting

Interpersonal skills

Analytical skills

Continuous learning

Job description

Ropes & Gray LLP is seeking a Desktop Services Team Lead in Boston to drive process improvements, deliver top-tier desk-side IT support, and lead the Desktop Services team to ensure an outstanding end-user experience. The role reports to the Desktop Services Supervisor and involves hands-on leadership, ticket management, onboarding, and cross-team collaboration.

The position emphasizes a customer-centric approach, operational efficiency, on-site responsibility, and occasional travel to support