IT Support Los Angeles Case Study

Written by Director of Customer Success, Dave Lopez

Client Profile

Thomas Safran & Associates (TSA) is a Los Angeles-based real estate development and property management firm with a portfolio of over 6,000 residential units across 75+ properties. Known for its leadership in affordable and supportive housing, TSA partners with public and nonprofit organizations, including the U.S. Department of Veterans Affairs, to provide housing that strengthens communities and serves vulnerable populations.

Challenge

With more than 250 employees across multiple locations, TSA depends on responsive, hands-on IT support to ensure daily operations run smoothly. Since 2020, Be Structured Technology Group has supported TSA through a dedicated On-Premise Resource, Nestor — a full-time System Administrator embedded within TSA’s team.

Over time, Nestor became a trusted presence in the organization, known for his professionalism, composure, and ability to resolve issues quickly, especially for executive-level staff. When he prepared to take parental leave, the leadership team had understandable concerns about maintaining continuity.

“I had a concern… We do have a couple of people that are pretty high-maintenance… and Nestor deals really well with all of that,” said Renee Groves, CFO of Thomas Safran & Associates. “As the CFO… when something goes wrong, I need it fixed right now. I can’t go into a long queue.”

Solution

To ensure uninterrupted service, Be Structured deployed Aaron, a secondary On-Premise Resource selected for both his technical skill and his interpersonal fit with TSA’s culture. The transition was thoughtfully coordinated, allowing Aaron to become familiar with TSA’s systems and team before taking over fully.

“It was the smoothest transition ever… absolutely seamless — and that’s super unusual in any position. He was collected, responsive. It was seamless.”

Behind the scenes, Aaron was supported by Be Structured’s Service Desk and a Technical Account Manager (TAM) with long-standing knowledge of TSA’s environment. This layered model provided proactive planning and real-time escalation support throughout the leave period.

Results

The temporary coverage period passed without issue. Service levels remained consistently high, and the leadership team — including executive users — continued to receive timely, personal support.

“We’re happy to have Nestor back, but now we miss Aaron. You’ve hired some phenomenal people… I would steal them in a heartbeat.”

More than just a successful short-term coverage effort, this experience demonstrated the strength and reliability of Be Structured’s On-Premise Resource program as it services IT support for real estate and property management. The model is built to deliver consistent, human-centered IT support, even through planned or unexpected transitions.

Why It Works

Be Structured’s On-Premise Resource program delivers full-spectrum IT support tailored to the day-to-day needs of customer environments. Each resource is backed by a Technical Account Manager who serves as a fractional IT Director, along with HQ-based system administrators and engineers who provide overflow and escalation support.

When a primary resource is unavailable, Be Structured makes intentional staffing decisions based on both capability and fit.

“It changed the experience, not just in perception of service, but in the experience of the service.”

Advice to Other Companies

Renee shared that she was initially skeptical of the managed services model. But after years of partnership and a seamless transition during Nestor’s leave, she now strongly endorses the On-Premise Resource approach.

“I didn’t think Be Structured was the right choice for us when we first got into this… but Nestor coming in changed everything. Having the resource sit in your office is 100 times worth it, especially for a company our size. When I walk in and hand someone my laptop, it feels different. It feels personal, like someone understands how urgent it is.”

Looking Ahead

With Nestor scheduled for another upcoming leave, TSA has already arranged for Aaron to return. That kind of planning and confidence is made possible by a service model built around continuity, adaptability, and a deep commitment to customer care.

“You did a phenomenal job in that transition. I can’t say enough about it.”