Manager of User Support

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.

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 (Crowd Strike 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  (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

• 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

• Experience with Crowd Strike and Fortinet security…