Manager of User Support
Location
Irvine, Irvine, California, United States
Salary
$130,000 - $150,000 - Per Annum
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