Manager, IT Ops and End User Support

Apply now: Manager, IT Operations and End User Support, location is 100% onsite in Santa Monica, CA. The start date is ASAP for this permanent position.

Job Title: Manager, IT Operations and End User Support

Location-Type: 100% Onsite – Santa Monica, CA (5 days/week; office expected to relocate to Century City in 2027)

Start Date Is: ASAP

Duration: Permanent

Compensation Range: $200,000–$225,000 base salary 20% discretionary bonus

Benefits: Eligible for Health, Dental, Vision, 401K

Must be authorized to work in the U.S. This position is not eligible for sponsorship .

Job Description:
The client is seeking a hands-on IT Operations and End User Support Manager to lead a small support team while directly managing technical operations, escalations, identity management, and end-user support across a growing, multi-office environment.

Day-to-Day Responsibilities:

• Manage and triage the Zendesk ticketing queue, ensuring tickets are prioritized and resolved efficiently
• Drive improvements in ticket resolution times and overall support operations
• Serve as the Tier 2 escalation point for priority and complex technical issues
• Remain hands-on with troubleshooting, break/fix support, permissions, and end-user issues
• Manage Microsoft 365 administration, Azure, Intune policies, and identity/access management
• Support Okta and related IAM processes
• Support primarily Windows environments with additional Mac support
• Troubleshoot basic networking and IT infrastructure issues
• Support approximately 200 users across multiple U.S. and international offices
• Provide technical support to teams across finance, accounting, legal, investment, and executive functions
• Manage and mentor a small IT support team, beginning with direct reports across multiple offices
• Support adoption and use of AI tools and emerging technologies as needed

Minimum Requirements:

• 6–8 years of IT operations, end-user support, or related experience
• Current hands-on people management experience leading a small team of approximately 1–3 people
• Ability to remain technically hands-on while managing and developing team members
• Strong experience with IT operations, desktop support, and end-user troubleshooting
• Experience supporting 200 users
• Experience supporting users across multiple offices, nationally or globally
• Hands-on experience with Zendesk or a comparable ticketing platform
• Strong Microsoft 365 administration experience
• Experience with Azure and Intune
• Windows support experience
• Experience supporting Mac environments
• Working knowledge of identity and access management
• Basic networking knowledge
• Strong organizational and prioritization skills
• Excellent communication and customer-service skills
• Ability to work 100% onsite, 5 days per week
• Ability to work approximately 9:00 AM–6:00 PM PST and 40 hours per week
• U.S. work authorization without sponsorship
• Strong preference for experience within private equity or venture capital; backgrounds in law, financial services, or similarly high-touch professional environments are also relevant

• ITIL/service support experience
• CrowdStrike support experience
• Additional IT infrastructure or networking experience
• Okta administration experience
• Experience supporting AI users, AI teams, or enterprise AI adoption
• Familiarity with tools such as Claude, ChatGPT, or similar enterprise AI platforms
• Computer Science or related degree