User Support Manager

User Support Manager

LOCATION

Cerritos, CA No Remote TYPE Direct Hire ID NY178-2753944 POSTED Apr 6, 2026 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