Information Technology Support Manager

Job Description

Job Description

About This Opportunity

M-Theory Group is a 30-year-old organization that operates like a startup—constantly innovating, scaling, and pushing boundaries in technology. We've recently acquired a data center, built out a sophisticated AI infrastructure stack, and continue to expand our capabilities across data engineering, cybersecurity, compliance, and managed services. We're growing year over year, and we need an experienced technical leader to shape how we deliver support excellence at scale. As IT Support Manager, you won't just manage operations—you'll architect how M-Theory's entire customer-facing support ecosystem evolves. This is a critical role that directly influences how thousands of users and customers experience our technical expertise and reliability.

This is a full-time, on-site position based in Los Angeles. You'll lead and mentor our entire customer support operations—managing the help desk, coordinating our managed services team, and overseeing our field dispatch operations. You'll set the tone for technical excellence, response times, and customer satisfaction across every support interaction. Your responsibilities include:

• Leading and mentoring the IT support team, setting service-level expectations, and fostering a culture of technical excellence
• Overseeing help desk operations, managed services delivery, and field dispatch coordination
• Diagnosing and resolving complex hardware, software, network, and infrastructure issues—and empowering your team to do the same
• Monitoring system performance and coordinating with infrastructure and security teams on enterprise-wide initiatives
• Managing incident escalation, troubleshooting processes, and documentation standards
• Partnering with business and customer stakeholders to understand technology needs and improve user experience
• Implementing process improvements, best practices, and ITSM methodologies to drive efficiency and service quality
• Contributing to IT policies, procedures, and continuous improvement as we scale

You're an experienced technical leader with hands-on expertise and the ability to get in the trenches when needed. You understand systems, networks, infrastructure, and end-user environments deeply—and you can translate that knowledge into team leadership and process excellence.

• Strong background in technical support and troubleshooting, with ability to diagnose and resolve complex hardware, software, network, and infrastructure issues
• Deep knowledge of IT operations, including systems, networks, cloud services, and end-user computing environments
• Demonstrated experience in IT management: team leadership, performance coaching, workload prioritization, and vendor coordination
• Proficiency with ticketing systems, monitoring tools, and ITSM frameworks (ITIL, or similar methodologies)
• Excellent communication and interpersonal skills; ability to collaborate with technical and non-technical stakeholders
• Proven ability to manage multiple priorities in a fast-paced environment and drive process improvements
• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent practical experience)
• Relevant certifications such as ITIL, CompTIA A+, Network+, or Microsoft/Cloud certifications preferred

You'll work for an organization with three decades of stability and proven track record, paired with the innovation mindset and growth trajectory of a startup. You'll have the autonomy to shape support operations as we scale, access to cutting-edge technology and infrastructure, and the opportunity to work alongside talented engineers, security professionals, and data scientists. You'll directly influence how customers experience M-Theory's technical excellence.