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 servicesProactively identify and mitigate potential service issues before escalationBuild strong relationships with attorneys, staff, and IT personnel to ensure alignment and service consistencyExercise sound judgment and emotional intelligence in managing sensitive or high-pressure situationsCoordinate across IT functions to resolve user-impacting issues efficientlyService Quality and Escalation Management:Ensure support services meet high expectations for attorneys and staffOwn resolution of escalated and high-impact user issuesManage incident communications, updates, and resolution follow-throughTrack and report KPIs including ticket volume, backlog, and user satisfactionImplement feedback mechanisms to improve service quality and user experienceOperational Management:Oversee daily Help Desk and end-user support operations across all officesEnsure appropriate staffing coverage during business hours and critical periodsDevelop and maintain standardized support processes and proceduresIdentify and implement operational efficiency improvementsProvide regular reporting and updates to IT leadershipTeam Leadership & Development:Lead hiring processes for Help Desk staff, including interviews and selection recommendationsCoach and develop team members to strengthen performance and service deliveryFoster a culture of accountability, professionalism, and customer serviceManage performance and support staff development initiativesKnowledge Management & Continuous Improvement:Maintain and improve documentation, solutions, and support proceduresDevelop and maintain a structured knowledge base to reduce recurring issuesLead continuous improvement initiatives for IT support servicesAdditional Responsibilities:Provide limited inter-office travel support as neededSupport special IT projects as assigned by the Director of ITMaintain strong collaboration across departments and leadership teamsQUALIFICATIONS:Bachelor's degree preferred or equivalent professional experienceMinimum 5 years of IT support experience in a law firm or professional services environmentMinimum 2 years of experience managing or leading a Help Desk or support teamExperience with staff supervision, performance management, and hiring processes preferredIT service management or leadership certifications preferredStrong interpersonal and communication skills, including ability to manage escalations professionallyAbility to manage multiple priorities in a fast-paced environmentStrong leadership, organizational, and problem-solving skillsAbility to maintain professionalism under pressureExperience working closely with attorneys, staff, and senior leadershipWORK ENVIRONMENT:Fully onsite role based in Cerritos, CAFast-paced, professional legal services environmentRequires regular in-office attendance and occasional physical activity related to office operationsBENEFITS:Medical, Dental, and Vision Insurance401(k) Retirement PlanHealth Savings Account (HSA) & Flexible Spending Accounts (FSA)Paid Time OffProfessional Development OpportunitiesAdditional firm-sponsored benefits