Desktop Support 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

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.

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.

You’ll Love It Here If You:

• Embrace learning and continuous improvement
• Set and strive for a high bar of excellence
• Believe that teamwork leads to success: ask us what it means to be #onefirmfirm!
• Take pride in always doing your best work, even if it's harder or takes longer
• Are passionate about what you do

How You’ll Help Our Team Succeed:

• Hires, manages, coordinates workflow, sets 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.

Compensation

Base 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 You

We 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.

Who We Are

Cornerstone Research provides economic and financial analysis and expert testimony in all phases of commercial litigation and regulatory proceedings.

We work with a broad network of testifying experts, including leaders from academia and industry, who are recognized for their depth of knowledge, accomplishments, and research. Our staff consultants contribute expertise in economics, finance, accounting, and marketing, as well as business acumen, familiarity with the litigation process, and a commitment to produce outstanding results.

We’re looking for passionate individuals who share our firm’s core values and can bring varied perspectives and experiences to our team. The firm’s uniquely collegial, supportive atmosphere makes Cornerstone Research a great place to work. We invest in our people in a host of ways, from providing meaningful learning and development opportunities to organizing memorable social events. To many, our culture and our people are the most exciting, enriching aspects of a Cornerstone Research career.

Equal Employment Opportunity

Cornerstone Research provides Equal Employment Opportunities to all employees and applicants for employment without regard to legally protected categories, such as age, sex, gender, gender identity, race, color, creed/religious belief, medical condition, predisposing genetic characteristics or genetic information or testing, disability, marital status, pregnancy status, military status, veteran status, arrest or conviction record (except where permitted by law), sexual orientation, ethnic background, citizen status, ancestry, national origin, or any other consideration protected by federal, state or local law.