User Support Manager

Job Title Fully onsite role based in Cerritos, CA Responsibilities Leadership, Stakeholder Management, and Problem Prevention: Serve as the primary liaison between users, IT teams, and firm leadership regarding support services Proactively identify and mitigate potential service issues before escalation Build strong relationships with attorneys, staff, and IT personnel to ensure alignment and service consistency Exercise sound judgment and emotional intelligence in managing sensitive or high-pressure situations Coordinate across IT functions to resolve user-impacting issues efficiently Service Quality and Escalation Management: Ensure support services meet high expectations for attorneys and staff Manage incident communications, updates, and resolution follow-through Track and report KPIs including ticket volume, backlog, and user satisfaction Implement feedback mechanisms to improve service quality and user experience Operational Management: Oversee daily Help Desk and end-user support operations across all offices Ensure appropriate staffing coverage during business hours and critical periods Develop and maintain standardized support processes and procedures Identify and implement operational efficiency improvements Provide regular reporting and updates to IT leadership Additional Responsibilities: Provide limited inter-office travel support as needed Support special IT projects as assigned by the Director of IT Maintain strong collaboration across departments and leadership teams Qualifications Bachelor’s degree preferred or equivalent professional experience Minimum 5 years of IT support experience in a law firm or professional services environment Minimum 2 years of experience managing or leading a Help Desk or support team Experience with staff supervision, performance management, and hiring processes preferred IT service management or leadership certifications preferred Strong interpersonal and communication skills, including ability to manage escalations professionally Ability to manage multiple priorities in a fast-paced environment Strong leadership, organizational, and problem-solving skills Ability to maintain professionalism under pressure Experience working closely with attorneys, staff, and senior leadership Saxon Global