IT Help Desk Manager – 3576466

Job Title: IT Help Desk Manager

Location: Cerritos, CA 90703

Salary/Payrate: $130K – $155K + bonus and AWESOME benefits!!!

Work Environment: 5-days Onsite

Term: Permanent / Fulltime

Bachelor’s degree required: No

Referral Fee: AMS will pay $500 should the person you refer gets
hired

JOB DESCRIPTION

The User Support Manager leads the Firm’s IT user support
function, with a strong emphasis on coaching, team development,
and service excellence. This role is responsible for building and
managing a high-performing, people-centered support team that
prioritizes customer experience, consistency, and continuous
improvement. The position ensures the delivery of professional,
responsive, and efficient support services across all offices
and, reporting directly to the Director of IT, works in close
partnership to drive process improvements, support team growth,
and foster a culture of accountability, collaboration, and
high-quality service delivery.

Candidates coming from a law firm environment is preferred.

Qualifications And Requirements

* Bachelor’s degree preferred; equivalent professional experience
may be considered in lieu of a degree.
* Minimum of five years of IT support experience within a law
firm or similar professional services organization.
* Minimum of two years of experience managing or leading a Help
Desk or end-user support team.
* Experience supervising staff, handling performance management,
and coordinating hiring activities preferred.
* Relevant IT service management or leadership certifications
preferred.
* Must have strong written communication skills and excellent
interpersonal skills, with the ability to interact effectively
with attorneys, professional staff, Firm leadership, and IT
personnel. Must be able to communicate clearly during high-impact
issues and escalations.
* Ability to manage multiple priorities in a fast-paced
environment.
* Strong organizational and leadership skills.
* Ability to handle escalated situations diplomatically and
professionally.
* Ability to set expectations and hold staff accountable while
maintaining positive working relationships

Leadership, Stakeholder Management, and Problem Prevention:

* Serve as the primary liaison between the user community, IT
teams, and Firm leadership regarding support services.
* Anticipate potential service issues and proactively address
risks before they escalate into problems.
* Maintain strong relationships with attorneys, professional
staff, and IT teams to ensure alignment and prevent
misunderstandings.
* Demonstrate sound judgment and high emotional intelligence when
managing sensitive situations and competing priorities.
* Coordinate across IT functions to resolve issues impacting
users and ensure alignment on service priorities.

Service Quality And Escalation Ownership

* Ensure support services consistently meet the expectations of
attorneys and staff in a high-demand environment.
* Own the user experience during incidents and service
disruptions, ensuring issues are driven to resolution with clear
communication and follow-through.
* Lead the management of escalations and high-impact user issues.
* Track and report support KPIs, including ticket volume, user
satisfaction, and backlog trends.
* Implement structured feedback and reporting mechanisms to
measure service quality, user satisfaction, and continuous
improvement opportunities.

Operational Effectiveness

* Oversee daily Help Desk and end-user support operations across
all Firm locations.
* Ensure appropriate staffing and coverage during business hours,
after hours, and critical periods.
* Define, implement, and maintain structured support processes
and procedures.
* Identify opportunities to improve operational efficiency and
service quality.
* Provide regular status updates to IT leadership regarding
support operations.

Personnel Management And Leadership

* Lead the hiring process for Help Desk staff, including
candidate screening, interviews, and selection recommendations,
subject to approval from the Director of IT and Firm
administrative staff.
* Provide thoughtful coaching and guidance to support staff,
strengthening team capabilities, confidence, and performance.
* Foster a culture of accountability, professionalism,
collaboration, and customer service.

Knowledge Management And Continuous Improvement

* Ensure documentation of solutions, procedures, and support
guidance.
* Maintain a structured knowledge base to promote consistency and
reduce recurring issues.

Travel

* Limited inter-office travel may be required to support any of
the Firm’s offices.

Other Duties

* Perform additional responsibilities and special projects as
assigned by the Director of IT in support of the Firm’s
operational and strategic objectives.

Work Environment & Physical Requirements

* This position requires regular, on-site attendance and is
designated as a fully in-office role.
* Ability to lift and carry items up to 25 pounds, such as office
supplies, files, mail bins, and packages.
* Frequent walking, standing, and bending, particularly when
assisting with onboarding logistics, preparing meeting spaces, or
organizing materials.
* Remaining seated for extended periods while performing
computer-based and clerical tasks.
* Regular use of a computer, including extended periods of typing
and viewing a monitor.
* Operation of standard office equipment, including copiers,
scanners, printers, and multi-line phone systems.