Job TitleFully onsite role based in Cerritos, CAResponsibilitiesLeadership, Stakeholder Management, and Problem Prevention:Serve as the primary liaison between users, IT teams, and firm leadership regarding support servicesProactively identify and mitigate potential service issues before escalationBuild strong relationships with attorneys, staff, and IT personnel to ensure alignment and service consistencyExercise sound judgment and emotional intelligence in managing sensitive or high-pressure situationsCoordinate across IT functions to resolve user-impacting issues efficientlyService Quality and Escalation Management:Ensure support services meet high expectations for attorneys and staffManage incident communications, updates, and resolution follow-throughTrack and report KPIs including ticket volume, backlog, and user satisfactionImplement feedback mechanisms to improve service quality and user experienceOperational Management:Oversee daily Help Desk and end-user support operations across all officesEnsure appropriate staffing coverage during business hours and critical periodsDevelop and maintain standardized support processes and proceduresIdentify and implement operational efficiency improvementsProvide regular reporting and updates to IT leadershipAdditional Responsibilities:Provide limited inter-office travel support as neededSupport special IT projects as assigned by the Director of ITMaintain strong collaboration across departments and leadership teamsQualificationsBachelor’s degree preferred or equivalent professional experienceMinimum 5 years of IT support experience in a law firm or professional services environmentMinimum 2 years of experience managing or leading a Help Desk or support teamExperience with staff supervision, performance management, and hiring processes preferredIT service management or leadership certifications preferredStrong interpersonal and communication skills, including ability to manage escalations professionallyAbility to manage multiple priorities in a fast-paced environmentStrong leadership, organizational, and problem-solving skillsAbility to maintain professionalism under pressureExperience working closely with attorneys, staff, and senior leadership