Manager, Office & Desktop Operations

Goodwin•New York, NY

About The Position

Join Goodwin’s Global Operations Team, and make a real impact on a global scale. At Goodwin, we work with some of the world’s most successful and innovative investors, entrepreneurs and disruptors in the life sciences, private equity, real estate, technology and financial industries, and where they converge. As part of the Global Operations Team – all business professionals at the firm – you’ll collaborate with colleagues from varied backgrounds and experiences, fostering an environment where cross-functional learning, networking, and collaboration are at the core of what we do. Here, we’re not just supporting a law firm; we’re partnering with attorneys and clients to deliver cutting-edge solutions in high-stakes litigation and dispute resolution, world-class regulatory compliance and advisory services, and complex transactions. Our commitment to integrity, ingenuity, agility, and ambition drives us, and we’re proud to have been recognised as the “Best Business Team” by The American Lawyer. This is your opportunity to grow professionally in a dynamic, global environment, surrounded by forward-thinking peers. The Manager, Desktop & Office Operations will direct the activities of a firm-wide team in technology service handling requests for new and existing services and features, responsible for restoration of desktop and related technology services and/or service features to a satisfactory operational state, and the assessment of requests for new services and features amongst other responsibilities. This manager will have key responsibility for the vendor relationship management of the Desktop Support organization within the New York Office. This responsibility will be focus on engaging high-level contacts to ensure the maintenance of healthy Service Level Agreements, facilitate business continuance, and help direct the team to have a particular focus on enhancing productivity. This individual will design, maintain and continuously improve the support services model, ensuring that technology and Desktop Support staff are aligned to deliver a high-quality user experience to attorneys and professional staff for their assigned geography.

Requirements

7+ years of Desktop Support management experience in a professional services environment.
Bachelor’s degree in Computer Science or equivalent experience.
ITIL Foundations certification required; Microsoft certifications preferred.
Experience supporting executive-level users.
Strong communicator able to clearly articulate the Desktop Operations team’s role and positively influence performance.
Hands-on leader with proven ability to analyze complex issues and recommend effective resolutions.
Skilled at partnering with vendors, analysts, and end users in a calm, professional manner.
Strong project management capabilities with deep technical expertise in Windows environments and Microsoft Office/legal application integrations.
Demonstrated people management and team leadership experience.
Experience supporting mobile devices (iOS, Android), tablets, and laptops.
Strong background in patch management, antivirus, encryption, and software deployment tools (e.g., Carbon Black, LanSweeper, BitLocker).
Experience maintaining IT standards, policies, and desktop environment procedures.
Knowledge of emerging technologies and ability to assess business impact.
Ability to lift up to 60 lbs; approximately 10% travel with occasional evening/weekend work.

Responsibilities

Lead and manage a firm-wide Desktop & Office Operations team delivering high-quality technology support.
Oversee restoration and delivery of desktop services, including evaluation of new service requests and features.
Manage vendor relationships (including Help Desk), ensuring SLA compliance and service excellence.
Design, maintain, and continuously improve the desktop support service model to enhance user productivity.
Supervise team performance, training, mentoring, and professional development.
Monitor ticket quality, KPIs, and operational metrics to drive continuous improvement.
Oversee IT asset management, equipment standards, and enterprise resource deployment.
Manage the full employee lifecycle support process (onboarding, transitions, offboarding).
Act as liaison between user support, infrastructure, and operations to ensure effective escalation and resolution.
Partner with firm and IT leadership to align technology initiatives with business needs and improve customer satisfaction.