IT Support Manager, End User Operations

Permanent, full-time
Los Angeles, CA (Westside), 5 days onsite=
$180,000 – $200,000 base salary plus bonus

About the Client:

A global financial firm with offices across the US, Europe, the Middle East and Asia. The IT team is small and growing, and this is a visible seat that works directly with senior leadership.

Role Overview:

You will own the day-to-day technology experience for everyone in the firm, from the service desk through to endpoint engineering. The function is moving from basic ticket handling to structured service delivery, so you will observe how things run today, recommend improvements, and then build them out. You will manage a small team of two to four people and stay hands-on yourself. This is not a seat for someone who wants to step back from the work.

Responsibilities:

• Lead the service desk, a new Tier 2 / endpoint engineering layer, and the escalation path through to infrastructure engineering
• Set and enforce SLAs, and report on CSAT, backlog, reopen rates and first-contact resolution
• Provide white-glove support for executives and senior leadership, including the escalations that reach them
• Manage Windows and Mac devices through Intune and other MDM tooling, covering standard builds, patching, asset inventory, refresh cycles and secure disposal of retired equipment
• Oversee identity and access with Entra ID and Okta, including provisioning, deprovisioning and access requests.
• Own the end-user experience in Microsoft 365 and collaboration tools, including license tracking
• Support conference rooms, video meeting spaces and workplace technology across offices
• Act as first-line support for approved enterprise AI tools and find ways to cut ticket volume through automation

Skills and Experience

• Prior experience managing a service desk or end user support team while staying hands-on with the technology
• Strong Microsoft 365 administration and Intune endpoint management Identity management experience with Entra ID and/or Okta
• Working knowledge of ITSM tooling, SLAs and escalation models
• Practical AI and automation experience. We want to hear what you have built, such as workflows, agents or pipelines, not just prompting
• Comfortable supporting executives and keeping composure in a high-demand environment
• Collaborative and mature, with the judgment to run a function and the willingness to do the work yourself

Nice to Have

• Background in private equity, credit, financial services or a law firm
• Experience managing Mac alongside Windows.

Interview Process: Two to three stages with technology leadership, finishing with an onsite conversation with a senior executive. The team wants someone in seat as soon as possible and moves quickly once they find the right person.

Please note we are unable to offer employer sponsorship for this