Desktop Services Team Lead

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

Job summary

Ropes & Gray LLP is seeking a Desktop Services Team Lead in Chicago to drive desktop support excellence, lead a team, and coordinate hardware deployment, onboarding, and incident resolution. This role emphasizes customer service, process improvement, and end-user experience across the firm’s IT operations.

The ideal candidate will bring 5–7 years of desktop systems experience, strong Windows expertise, and proven ability to communicate technically with non-technical staff while continuously

Qualifications

• 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.

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 troubleshoot 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 support

Windows OS

Customer service

Troubleshooting hardware and software

Effective communication

Analytical thinking

Continuous learning

Job description

About Ropes & Gray

Ropes & Gray is a preeminent global law firm. The firm has been ranked in the top three on The American Lawyer's prestigious A-List for eight consecutive years and #1 on Law.com's UK A-List twice in the past three years - rankings that honor the \"best of the best\" law firms. The firm has approximately 2,500 lawyers and professionals serving clients in major centers of business, finance, technology, and government in 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 has consistently been recognized for its leading practices in many areas, including asset management, private equity, M&A, finance, real estate, tax, antitrust, life sciences, health care, intellectual property, litigation & enforcement, privacy & cybersecurity, and business restructuring. Ropes & Gray is an equal opportunity employer.

Overview

The Desktop Services Team Lead will report to the Desktop Services Supervisor and will drive process improvements, enhance customer service, manage Jira queue and provide hands-on deskside technical support. This position plays a crucial leadership role for the Desktop Services team in ensuring seamless process, top notch desk side 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 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.

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

Compensation And Total Rewards Package

Ropes & Gray is proud to offer a comprehensive Total Rewards package to our business support team members. The firm also offers comprehensive health and well-being benefits, personal and professional development, career growth opportunities and a collegial and supportive culture. The anticipated pay range for this role is listed below and represents our 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 for this position will be determined based on job-related, non-discriminatory factors, including qualifications and experience, geographic location, education, external market data and consideration of internal equity.

• Boston, Washington D.C, Los Angeles, Chicago: $88,600 - $135,100
• New York: $96,600 - $147,300
• Silicon Valley, San Francisco: $100,700 - $153,550

Working Conditions

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.