Desktop Support & IT Operations Manager

Cornerstone Research; New York (NY); Hybrid; USD 101,100 - 134,500; Full time

Job summary

Cornerstone Research is seeking a Manager, Desktop Support to lead day-to-day desktop support operations across offices and to manage an external FrontLine service-desk partner. The role emphasizes zero-downtime deployments, governance, and cross-office consistency.

You will oversee staff, drive hardware rollouts, manage vendor relationships, and ensure high-quality end-user support while maintaining SLAs and contributing to strategic IT projects.

Qualifications

• 8+ years of relevant experience, preferably in a professional services firm.
• Experience supervising, developing, and mentoring junior staff.
• Strong technical understanding of enterprise applications, desktop OS, network architectures and protocols.
• Proven vendor management with outsourced service-desk providers such as FrontLine.
• Excellent project management with hardware rollouts and zero-downtime deployments.
• Troubleshooting end-user issues across software, hardware, printers, and networks.
• Comprehensive knowledge of desktop computers and peripherals.
• Technical coursework or hands-on experience with Microsoft 365 (M365), Zoom Rooms, and mobile technologies.
• Bachelor’s degree in computer science or related field, or equivalent.

Responsibilities

• Hires, manages, coordinates workflow, sets schedules, oversees training and professionally develops the Desktop staff.
• Manages the external FrontLine professional services team handling the service-desk tier, maintaining standards of operational excellence.
• Serves as primary operational contact for FrontLine, conducting regular performance reviews and monitoring service delivery metrics.
• Manages the desktop support queue to ensure tickets align with SLA.
• Analyzes desktop activity and recommends changes in procedures and systems.
• Oversees end-to-end hardware lifecycle including procurement and asset tracking for onboarding and upgrades with zero downtime.
• Leads office-wide desktop services projects, infrastructure optimizations, and IT logistics for moves and renovations.
• Maintains and optimizes Zoom Rooms and AV integrations for collaboration environments.
• Diagnoses systemic hardware or workflow issues to minimize disruptions and safeguard productivity.
• Leads IT services for firm events requiring technical support.

Tools

Microsoft 365

Zoom Rooms

AV integration

Job description

Cornerstone Research is seeking a Manager, Desktop Support to lead day-to-day desktop support operations across offices and to manage an external FrontLine service-desk partner. The role emphasizes zero-downtime deployments, governance, and cross-office consistency.

You will oversee staff, drive hardware rollouts, manage vendor relationships, and ensure high-quality end-user support while maintaining SLAs and contributing to strategic IT projects.