Manager, IT Ops and End User Support
Los Angeles, CA, 90292
Reference ID: 32942070
Date Posted: 09/05/2026
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
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