Manager of User Support
Salary:
$130,000 - $150,000 - Per Annum
Locations:
Irvine, Irvine, California, United States
Type:
Permanent
Published:
August 5, 2026
Contact:
Robert Gwillim
Ref:
21240
Required Skills:
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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.
Required:
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
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
- 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
- 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
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