Role Overview: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.
How You'll Help Our Team Succeed:- 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.
What You'll Need to Be Successful:- Strategic 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
At Cornerstone Research, our people are our greatest asset. We are committed to providing a competitive total rewards package that recognizes the high-caliber expertise you bring to our global team while supporting your long-term professional and personal growth.
CompensationBase Salary Range: Individual base compensation will be tailored to your primary work location and the unique depth of experience you bring to the firm.
- Washington DC: $97,000 - $129,200
- Chicago: $94,500 - $125,800
- Boston: $99,100 - $131,800
- New York: $101,100 - $134,500
Annual Performance Bonus: This role is eligible for a discretionary bonus with a target of 12.5%.
- This serves as a meaningful way for us to celebrate excellence, awarded based on both individual impact and our collective success as a firm.
A Holistic Investment in YouWe view compensation as more than just a paycheck; it is an investment in your well-being and future. Our industry-leading benefits are designed to offer peace of mind and flexibility, featuring:
- Health & Wellness: Comprehensive healthcare options, a monthly wellness subsidy, and complimentary access to premium wellness apps.
- Financial Security: Robust retirement savings plans to secure your long-term financial goals.
- Work-Life Blend: A hybrid work model that balances collaborative in-office time with telecommuting flexibility, alongside generous paid time off to recharge.
- Family & Personal Support: Specialized support including fertility treatments, parental leave, back-up childcare, eldercare services, concierge assistance for personal errands, and pet care.
- Growth & Culture: A firm-wide commitment to mentorship, continuous learning, and a vibrant, inclusive community.
Please note that relocation assistance is not available for this role. We look forward to learning more about how your unique perspective can strengthen our team.
