User Support Manager

A well-established California law firm is seeking a User Support Manager to lead its IT user support function. This role is ideal for a hands-on leader with strong technical support experience who thrives in a fast-paced, service-driven professional environment. The User Support Manager will be responsible for leading a high-performing Help Desk team, improving service delivery, and ensuring a consistent, high-quality user experience across all firm offices.

RESPONSIBILITIES:

Leadership, Stakeholder Management, and Problem Prevention:

• Serve as the primary liaison between users, IT teams, and firm leadership regarding support services

• Proactively identify and mitigate potential service issues before escalation

• Build strong relationships with attorneys, staff, and IT personnel to ensure alignment and service consistency

• Exercise sound judgment and emotional intelligence in managing sensitive or high-pressure situations

• Coordinate across IT functions to resolve user-impacting issues efficiently

Service Quality and Escalation Management:

• Ensure support services meet high expectations for attorneys and staff

• Own resolution of escalated and high-impact user issues

• Manage incident communications, updates, and resolution follow-through

• Track and report KPIs including ticket volume, backlog, and user satisfaction

• Implement feedback mechanisms to improve service quality and user experience

Operational Management:

• Oversee daily Help Desk and end-user support operations across all offices

• Ensure appropriate staffing coverage during business hours and critical periods

• Develop and maintain standardized support processes and procedures

• Identify and implement operational efficiency improvements

• Provide regular reporting and updates to IT leadership

Team Leadership & Development:

• Lead hiring processes for Help Desk staff, including interviews and selection recommendations

• Coach and develop team members to strengthen performance and service delivery

• Foster a culture of accountability, professionalism, and customer service

• Manage performance and support staff development initiatives

Knowledge Management & Continuous Improvement:

• Maintain and improve documentation, solutions, and support procedures

• Develop and maintain a structured knowledge base to reduce recurring issues

• Lead continuous improvement initiatives for IT support services

Additional Responsibilities:

• Provide limited inter-office travel support as needed

• Support special IT projects as assigned by the Director of IT

• Maintain strong collaboration across departments and leadership teams

QUALIFICATIONS:

• Bachelor’s degree preferred or equivalent professional experience

• Minimum 5 years of IT support experience in a law firm or professional services environment

• Minimum 2 years of experience managing or leading a Help Desk or support team

• Experience with staff supervision, performance management, and hiring processes preferred

• IT service management or leadership certifications preferred

• Strong interpersonal and communication skills, including ability to manage escalations professionally

• Ability to manage multiple priorities in a fast-paced environment

• Strong leadership, organizational, and problem-solving skills

• Ability to maintain professionalism under pressure

• Experience working closely with attorneys, staff, and senior leadership

WORK ENVIRONMENT:

• Fully onsite role based in Cerritos, CA

• Fast-paced, professional legal services environment

• Requires regular in-office attendance and occasional physical activity related to office operations

BENEFITS:

• Medical, Dental, and Vision Insurance

• 401(k) Retirement Plan

• Health Savings Account (HSA) & Flexible Spending Accounts (FSA)

• Paid Time Off

• Professional Development Opportunities

• Additional firm-sponsored benefits