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 SupportLocation-Type: 100% Onsite - Santa Monica, CA (5 days/week; office expected to relocate to Century City in 2027)Start Date Is: ASAPDuration: PermanentCompensation Range: $200,000-$225,000 base salary + 20% discretionary bonus​Benefits: Eligible for Health, Dental, Vision, 401KMust 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 efficientlyDrive improvements in ticket resolution times and overall support operationsServe as the Tier 2 escalation point for priority and complex technical issuesRemain hands-on with troubleshooting, break/fix support, permissions, and end-user issuesManage Microsoft 365 administration, Azure, Intune policies, and identity/access managementSupport Okta and related IAM processesSupport primarily Windows environments with additional Mac supportTroubleshoot basic networking and IT infrastructure issuesSupport approximately 200+ users across multiple U.S. and international officesProvide technical support to teams across finance, accounting, legal, investment, and executive functionsManage and mentor a small IT support team, beginning with direct reports across multiple officesSupport adoption and use of AI tools and emerging technologies as neededMinimum Requirements:6-8+ years of IT operations, end-user support, or related experienceCurrent hands-on people management experience leading a small team of approximately 1-3 peopleAbility to remain technically hands-on while managing and developing team membersStrong experience with IT operations, desktop support, and end-user troubleshootingExperience supporting 200+ usersExperience supporting users across multiple offices, nationally or globallyHands-on experience with Zendesk or a comparable ticketing platformStrong Microsoft 365 administration experienceExperience with Azure and IntuneWindows support experienceExperience supporting Mac environmentsWorking knowledge of identity and access managementBasic networking knowledgeStrong organizational and prioritization skillsExcellent communication and customer-service skillsAbility to work 100% onsite, 5 days per weekAbility to work approximately 9:00 AM-6:00 PM PST and 40+ hours per weekU.S. work authorization without sponsorshipStrong preference for experience within private equity or venture capital; backgrounds in law, financial services, or similarly high-touch professional environments are also relevantPreferred Qualifications:ITIL/service support experienceCrowdStrike support experienceAdditional IT infrastructure or networking experienceOkta administration experienceExperience supporting AI users, AI teams, or enterprise AI adoptionFamiliarity with tools such as Claude, ChatGPT, or similar enterprise AI platformsComputer Science or related degree