User Support Manager

Job title: Manager of User Support Job type: Permanent (Full-time) Base Salary: $130,000 – $150,000 Role Location: Irvine, California, with occasional travel to support regional offices Visa requirements: Full US Work Authorization required (no sponsorship provided) The company: Our client is a national industrial real estate investment and property management firm headquartered in Irvine, CA, with regional offices across the U.S. and in the UK. The firm owns and manages a large portfolio of industrial and logistics facilities for a customer base that includes several Fortune 500 companies, and is known for its hands-on, service-first approach to property management. Role and responsibilities: A highly skilled and service-oriented Manager of User Support to lead end-user technology support and oversee all end-user computing hardware and software across the business. This is a hands-on leadership role responsible for delivering a secure, reliable, and high-performing desktop environment for our workforce. - Oversee day-to-day operations for a blended end-user support team (local and offshore engineers), ensuring consistent coverage, quality, and customer experience - Remain hands-on by providing advanced Tier 2 / Tier 3 support and serving as the technical escalation point for complex issues - Coach and provide technical guidance to engineers; establish clear expectations, playbooks, and escalation paths - Own support processes, SLAs, and continuous improvement initiatives to reduce repeat incidents - Act as escalation manager for high-impact user issues, coordinating cross-team response - Own the full lifecycle of desktop, laptop, and mobile hardware — procurement, configuration, deployment, maintenance, and retirement - Partner with engineering and security teams on endpoint standards, tooling, and desktop projects (patching, imaging, MDM, automation) - Deliver white-glove support to executives and business-critical users - Build strong relationships with business units, aligning support priorities to business outcomes - Serve as primary point of contact for support communications, escalations, and service health updates - Administer and support Windows OS (configuration, patching, troubleshooting, performance) and support macOS/iOS devices as needed - Manage MDM platforms and policies - Apply strong IT security principles; support endpoint security tools (CrowdStrike preferred) and network security technologies (Fortinet a plus) - Ensure compliance with security policies, endpoint hardening standards, and audit requirements - Support cloud and identity platforms: Microsoft Entra ID (Azure AD), Okta, Duo, AWS; assist with access provisioning, MFA, and conditional access troubleshooting - Support enterprise applications including Microsoft 365, Adobe Acrobat, Zoom/Teams, Salesforce, and ERP/financial systems - Provide basic network troubleshooting (TCP/IP, DNS, DHCP, Wi-Fi, connectivity) across office, remote, and conference room environments - Leverage AI-powered productivity tools (e.g., Microsoft Copilot) to improve support efficiency, documentation, and workflow optimization - Support conference rooms, A/V hardware, Teams Rooms, and Zoom Rooms - Develop and maintain operational reporting (ticket trends, SLA performance, backlog, CSAT) and present insights to leadership - Manage the end-user technology budget — forecasting, renewals, asset spend, vendor/licensing costs — and identify cost optimization opportunities - Maintain accurate asset and inventory reporting to support audits, lifecycle planning, and procurement Job requirements: Required: - Advanced knowledge of Windows OS administration and desktop support - Strong understanding of endpoint security principles - Experience supporting Microsoft 365 in an enterprise environment - Solid troubleshooting skills across hardware, software, and connectivity - Excellent verbal and written communication skills, including executive-level communication - Demonstrated ability to lead and coordinate a support function, including escalations, prioritization, and service ownership - Proven ability to stay organized, manage multiple priorities, and follow through consistently Preferred: - Experience with CrowdStrike and Fortinet security platforms - Familiarity with Okta, Duo, Microsoft Entra ID (Azure AD), and AWS - Experience supporting Salesforce and ERP systems - Experience overseeing offshore and/or distributed support teams - Experience with ITSM tools and practices (ticketing workflows, SLAs, knowledge management, reporting) - Experience with budget ownership, forecasting, procurement, and vendor management - Background in real estate, financial services, or professional services firms - Prior experience supporting executive users and office-based workplaces Benefits: - Competitive base salary with performance-related incentives - Comprehensive health, dental, and vision insurance (Medical / Dental / Vision / HSA & FSA) - 401(k) retirement plan - Paid personal time, paid sick days, and paid holidays - Employee Assistance Program - Basic Life and AD&D Insurance / Disability Insurance - Flexible and/or remote working arrangements - Professional development, mentorship, and growth opportunities within a well-established, values-led organization