Desktop Support Manager: Zero-Downtime IT Ops

Cornerstone Research; Washington (District of Columbia); Hybrid; USD 97,000 - 129,200; Full time

Benefits offered by this job

Health insurance

Hybrid work model

Paid time off

Retirement plan

Parental leave

Fertility treatments

Back-up childcare

Eldercare services

Pet care

Job summary

Cornerstone Research seeks a Manager of Desktop Support to lead internal and external service desks, ensuring seamless, zero-downtime IT operations across our offices. You will oversee staffing, training, and vendor relationships while driving hardware lifecycle management and high-quality end-user support.

In a litigation-focused environment, you will coordinate with FrontLine to uphold service standards, manage ticket queues, and implement procedural changes to optimize workflows.

Qualifications

• Demonstrated leadership of desktop staff and outside service providers.
• Strong understanding of enterprise applications, OS, networking.
• Proven ability to manage complex hardware deployments with minimal downtime.

Responsibilities

• Hires, manages, coordinates workflow, sets schedules, oversees training and professional development of Desktop staff.
• Oversees external FrontLine service-desk team and maintains escalation standards.
• Contacts FrontLine for performance reviews and service delivery metrics.
• Manages desktop support queue per SLA.
• Analyzes desktop activity and recommends procedural changes.
• Oversees end-to-end hardware lifecycle, procurement, asset tracking and onboarding migrations.
• Leads IT projects for office renovations and changes in IT logistics.
• Maintains Zoom Rooms and AV integrations; supports collaboration environments.
• Diagnoses systemic issues and prevents downtime to protect productivity.
• Leads technical operations for firm events requiring IT services.

Skills

Staff management

Vendor management

Project management

Desktop hardware

MS 365 GCC

Zoom Rooms

End-user support

Enterprise apps knowledge

Networking fundamentals

Troubleshooting

Education

Bachelor's degree in computer science or related field

Job description

Cornerstone Research seeks a Manager of Desktop Support to lead internal and external service desks, ensuring seamless, zero-downtime IT operations across our offices. You will oversee staffing, training, and vendor relationships while driving hardware lifecycle management and high-quality end-user support.

In a litigation-focused environment, you will coordinate with FrontLine to uphold service standards, manage ticket queues, and implement procedural changes to optimize workflows.