Desktop Services Team Lead

Experteer Overview In this role you will lead the Desktop Services team to deliver a seamless end-user experience and drive process improvements. You will partner with Desktop Engineering and IT teams to standardize hardware deployment, optimize ticket handling, and streamline onboarding for new hires. Your focus is to elevate customer service, monitor ticket trends, and report on response times and satisfaction. This position offers hands-on leadership, cross-team collaboration, and opportunities to shape IT support at a premier law firm. Compensation / Benefits * Identify and implement efficiencies in desktop support processes (documentation, ticket management, incident response) * Standardize hardware deployment processes and collaborate with Desktop Engineering to troubleshoot issues * Streamline workflows with Desktop Services leadership to boost team efficiency and end-user experience * Oversee IT onboarding for new hires ensuring equipment and system access * Act as primary IT support contact to ensure timely resolutions and positive user experience * Foster a customer-centric culture by proactively engaging end users and addressing pain points * Oversee and manage the Desktop Services queue and monitor ticket trends * Generate reports on response times and user satisfaction to drive improvements * Schedule and coordinate installation, maintenance, and day-to-day management of computers and related software/hardware * Collaborate with IT Asset Management to ensure accurate asset records and proper disposal of hardware * Coordinate equipment moves and participate in special projects; travel as needed Tasks * 5-7 years desktop computer systems experience * Advanced knowledge of PC hardware, Windows OS and Law Firm applications * Passion for customer service and improving IT support experience * Ability to troubleshoot hardware, software, network and peripheral devices * Strong interpersonal and communication skills to explain technical concepts to non-technical users * Strong analytical skills * Strong drive to continuously learn about new technologies and processes for better service Key requirements * comprehensive Total Rewards package * health and well-being benefits * personal and professional development * career growth opportunities * collegial and supportive culture

support contact to ensure timely resolutions and positive user experience * Foster a customer-centric culture by proactively engaging end users and addressing pain points * Oversee and manage the Desktop Services queue and monitor ticket trends * Generate reports on response times and user satisfaction to drive improvements * Schedule and coordinate installation, maintenance, and day-to-day management of computers and related software/hardware * Collaborate with IT Asset Management to ensure accurate asset records and proper disposal of hardware * Coordinate equipment moves and participate in special projects; travel as needed Tasks * 5-7 years desktop computer systems experience * Advanced knowledge of PC hardware, Windows OS and Law Firm applications * Passion for customer service and improving IT support experience * Ability to troubleshoot hardware, software, network and peripheral devices * Strong interpersonal and communication skills to explain technical concepts to non-technical users * Strong analytical skills * Strong drive to continuously learn about new technologies and processes for better service Key requirements * comprehensive Total Rewards package * health and well-being benefits * personal and professional development * career growth opportunities * collegial and supportive culture