User Support Manager

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