Desktop Support Manager

Cornerstone Research•Washington DC, DC

4d•Hybrid

About The Position

The Manager, Desktop Support, is responsible for managing the day-to-day operations of Desktop Support for their assigned offices. The Manager partners with their counterpart to create full redundancy and consistent support across all offices. In addition to leading internal desktop staff, the Manager is directly responsible for managing the external "service-desk" support team provided by FrontLine professional services, ensuring seamless ticket escalation, adherence to operational standards, and high-quality end-user support. Given the critical high-stakes nature of litigation consulting, all operations, deployments, and support workflows must be executed under a strict zero downtime expectation to safeguard the firm's productivity and billable hours. At Cornerstone Research, you will be part of a thriving, 1,100-strong team that spans nine offices, comprises more than 55 nationalities, and leads the industry in its commitment to develop team members across all levels. Inc. Magazine has recognized Cornerstone Research five times as a Best Workplace for its outstanding employee engagement, collaborative culture, and professional growth opportunities.

Requirements

8+ years of relevant experience, in a professional services firm preferred
Experience supervising, developing, and mentoring more junior employees
Must possess complete technical comprehension of enterprise applications, desktop operating systems, network architectures and protocols
Proven experience in vendor management, specifically managing outsourced service-desk providers such as FrontLine professional services.
Strong project management skills with a track record of successfully delivering complex hardware rollouts, technical deployments, or office upgrades with zero technical downtime.
Demonstrated ability to troubleshoot a variety of end-user problems
Demonstrated ability to troubleshoot software, hardware, printer and network issues
Comprehensive working knowledge of the operation of desktop computers and peripherals
Technical coursework or practical expertise in Microsoft products (including M365 G5 and GCC environments), Zoom Rooms, and mobile technologies
Bachelor’s degree in computer science or related field, or equivalent combination of education, training and experience

Responsibilities

Hires, manages, coordinates workflow, set schedules, oversees training and professionally develops the Desktop staff.
Manages and oversees the external FrontLine professional services team handling the foundational service-desk tier, maintaining our standards for operational excellence.
Serves as the primary operational point of contact for FrontLine professional services, conducting regular performance reviews and monitoring service delivery metrics.
Manages the desktop support queue to ensure all tickets are handled in accordance with our SLA policy.
Analyzes desktop activity and makes recommendations to the Senior Manager, IT Operations for changes in procedures and systems.
Manages the end-to-end hardware lifecycle, including procurement (leasing and purchasing) of all desktop hardware such as laptops, tablets, and peripherals, while managing asset tracking, inventory auditing, and system allocations for onboarding and firm-wide upgrades under a strict zero-downtime standard.
Manages office and firm-wide desktop services projects, infrastructure optimizations, and IT logistics for office renovations and physical moves.
Contributes to other IT projects as requested.
Demonstrates solid technical ability to maintain, troubleshoot, and optimize advanced collaboration environments, including Zoom Rooms and AV integrations.
Leverages advanced technical insights to diagnose systemic hardware or workflow issues, swiftly resolves critical business disruptions and safeguards firm productivity.
Leads business center technical operations for firm events requiring IT services.