Desktop Services Team Lead

Ropes & Gray•San Jose, CA

93d•$88,600 - $153,550•Onsite

About The Position

The Desktop Services Team Lead reports to the Desktop Services Supervisor and drives process improvements, enhances customer service, manages the Jira queue, and provides hands-on deskside technical support. The role provides leadership for the Desktop Services team to support efficient processes, high-quality deskside support, and a strong end-user experience. It requires on-site presence as an essential function.

Requirements

Minimum 5–7 years of desktop computer systems experience.
Advanced knowledge of PC hardware, Windows operating systems, 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, including the ability to explain technical concepts to non-technical users.
Strong analytical skills.
Strong drive to continually learn about new technologies, processes, and ways to improve customer service.

Responsibilities

Identify and implement efficiencies in desktop support processes, including documentation, ticket management, and incident response.
Standardize and improve hardware deployment processes and documentation, working with the Desktop Engineering team to identify and troubleshoot issues.
Work with Desktop Services leadership to streamline workflows, improve team efficiency, and optimize the end-user experience.
Oversee and execute IT onboarding for new hires, ensuring they receive necessary equipment and system access.
Serve as a point of contact for IT support tickets, ensuring timely resolution and a positive end-user experience.
Engage proactively with end users to identify pain points and opportunities to improve customer service.
Manage the Desktop Services queue, ensure tickets are properly assigned, and monitor ticket trends.
Generate reports and insights on response times and user satisfaction to drive continuous improvement.
Schedule and coordinate installation, maintenance, and day-to-day management of computers and PC-related software and hardware.
Work with Desktop Engineering, Desktop Services, and User Support teams to assist with, diagnose, and resolve software and hardware problems.
Collaborate with the IT Asset Management Administrator to maintain accurate records of personal computers and related equipment.
Oversee 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, sometimes with limited advance notice.