Desktop Support & IT Operations Manager

Cornerstone Research; Chicago (IL); Hybrid; USD 94,500 - 125,800; Full time

Benefits offered by this job

Health & wellness benefits

Retirement savings plans

Hybrid work model

Paid time off

Family support

Job summary

Cornerstone Research seeks a Manager, Desktop Support to lead day-to-day desktop operations across offices, including managing FrontLine service-desk support and ensuring zero-downtime workflows. The role drives staff development, SLA adherence, and hardware lifecycles to safeguard productivity in a high-stakes litigation consulting environment.

The position requires 8+ years of relevant experience, strong vendor and project management, and deep technical knowledge of enterprise apps,

Qualifications

• 8+ years of relevant experience, preferably in a professional services environment.
• Experience supervising, developing, and mentoring staff.
• Technical comprehension of enterprise applications, desktop OS, networks and protocols.
• Proven vendor management with outsourced service providers.
• Strong project management with complex hardware rollouts and zero downtime deployments.
• Ability to troubleshoot diverse end-user problems across software/hardware/printing/network.
• Experience with desktop hardware lifecycle, procurement, asset tracking, and onboarding.
• Knowledge of Microsoft 365, Zoom Rooms, and mobile technologies.

Responsibilities

• Lead and develop the Desktop Support team across offices.
• Manage the external FrontLine service-desk partner and ensure SLA adherence.
• Serve as operational point of contact, review performance, and monitor service metrics.
• Oversee desktop support queue and incident handling per SLA.
• Analyze desktop activity and recommend procedural improvements.
• Oversee hardware lifecycle and procurement, asset tracking, and allocations.
• Manage desktop services projects, office moves, and IT logistics.
• Maintain and optimize collaboration environments, including Zoom Rooms and AV.

Skills

Desktop leadership

Vendor management

Project management

End-user support

Technical troubleshooting

Education

Bachelor's degree in computer science or related field

Tools

Microsoft 365

Zoom Rooms

Job description

Cornerstone Research seeks a Manager, Desktop Support to lead day-to-day desktop operations across offices, including managing FrontLine service-desk support and ensuring zero-downtime workflows. The role drives staff development, SLA adherence, and hardware lifecycles to safeguard productivity in a high-stakes litigation consulting environment.

The position requires 8+ years of relevant experience, strong vendor and project management, and deep technical knowledge of enterprise apps,