Zero-Downtime Desktop Support Manager

Cornerstone Research; Illinois; Hybrid; USD 94,500 - 125,800; Full time

Benefits offered by this job

Health & Wellness

Financial Security

Work-Life Blend

Family & Personal Support

Growth & Culture

Job summary

Cornerstone Research seeks a Manager, Desktop Support to lead day-to-day operations across offices, including managing the FrontLine service-desk team. The role ensures seamless ticket escalation, adherence to SLAs, and high-quality end-user support in a zero-downtime environment.

You will oversee hardware lifecycle, procurement, and global desktop service projects, while maintaining collaboration tools like Zoom Rooms and AV systems to support firm events and operations.

Qualifications

• 6+ years of leadership or supervisory experience in a professional services or similar setting.
• Proven ability to manage enterprise desktop environments and vendor relationships.
• Strong project management skills with successful hardware rollout or office upgrade experience.

Responsibilities

• Hire, manage, coordinate workflow, set schedules, oversee desktop staff development.
• Oversee the external FrontLine service-desk partner and ensure service standards.
• Act as primary operational contact for FrontLine and monitor delivery metrics.
• Manage the desktop support queue per SLA policy.
• Analyze desktop activity and propose procedural changes.
• Oversee end-to-end hardware lifecycle and asset management.
• Lead IT projects for office moves, upgrades, and infrastructure optimizations.
• Maintain Zoom Rooms and AV systems for collaboration environments.
• Diagnose systemic issues and minimize downtime to protect productivity.
• Lead IT services for firm events.

Skills

Leadership & mentorship

Desktop support management

Vendor management

Project management

Technical troubleshooting

Microsoft 365 / Zoom Rooms

Education

Bachelor's degree in CS or related field

Tools

FrontLine service provider

Zoom Rooms

AV integration

Job description

Cornerstone Research seeks a Manager, Desktop Support to lead day-to-day operations across offices, including managing the FrontLine service-desk team. The role ensures seamless ticket escalation, adherence to SLAs, and high-quality end-user support in a zero-downtime environment.

You will oversee hardware lifecycle, procurement, and global desktop service projects, while maintaining collaboration tools like Zoom Rooms and AV systems to support firm events and operations.