End User Support, Manager

Apply Description Title: End User Support Manager Magna5 is seeking an experienced End User Support Manager to lead a team of engineers delivering exceptional IT support and service outcomes for our clients. This is a leadership role for someone who combines strong technical depth with people leadership, operational discipline, and a client-first mindset. In this role, you will oversee Tier 1 and Tier 2 engineers, guide escalations, support operational excellence, and help connect people, process, and technology to deliver reliable, high-quality managed services. You will also partner across the organization to strengthen service delivery, align technology solutions to business needs, and help clients improve performance and end-user experience. About Magna5 Magna5 is a rapidly growing managed IT services provider delivering cybersecurity, cloud hosting, backup and disaster recovery, network connectivity, and other advanced technology services to mid-market and enterprise clients nationwide. We serve organizations across education, healthcare, government, financial services, manufacturing, and more. Our clients rely on us to improve IT performance, enhance end-user experience, and free their teams to focus on strategic priorities. We are passionate about helping companies function better, faster, and smarter through expert service delivered 24/7/365. What You'll Do Team Leadership Lead and develop a team of Tier 1 and Tier 2 engineers to deliver outstanding support and service to clients Set high-performance standards and foster accountability, collaboration, and continuous improvement Provide technical guidance, coaching, and escalation support in accordance with Magna5 standards Guide individuals and teams toward strong operational outcomes and high-quality service delivery Service Delivery and Operations Monitor and assess operational performance to ensure service quality and consistency Communicate high-priority incident escalations, service updates, change summaries, and service reviews Work under tight deadlines while maintaining strong judgment and client focus Help connect people, processes, and technology to drive effective support operations Strategic Partnership Build strong working relationships with executives and key business stakeholders Translate technical concepts into clear language for non-technical audiences Support the delivery of technology solutions that align with client business objectives Collaborate with leaders across the organization to establish and implement strategic capabilities Requirements What You Bring 8+ years of experience in the IT industry Experience working for a Managed Service Provider 4-6+ years of leadership experience, including supervision of 10-20 direct reports Bachelor’s degree or equivalent experience required (5+ years) Strong experience working across multiple areas of IT, including networking, firewalls, server infrastructure, and operational support in medium to enterprise environments Demonstrated ability to align technology solutions to business needs Strong communication, interpersonal, and collaboration skills High emotional intelligence with the ability to influence and build consensus Strategic thinking and an enterprise-wide perspective Ability to build effective relationships with executives and key business partners Required Technical Knowledge Solid understanding of networking technology and design Experience managing and interpreting firewall rules Experience with VMware and Windows Server OS Experience as a Microsoft 365 global administrator Fundamental understanding of DNS, DHCP, and TCP/IP Experience with Microsoft Exchange and SQL Server Preferred Qualifications ITIL certification Technical certifications Preferred Technical Certifications and Experience CCNA Fortinet NSE4 Palo Alto Networks Certified Network Security Associate (PCNSA) Azure or AWS networking certifications Experience designing and implementing network topology Strong knowledge of switches, routers, firewall functions including NAT/PAT and VPN Experience with EIGRP, OSPF, BGP, MPLS, and VPLS Understanding of Radius, LDAP, 802.1x, Spanning Tree, and Port Channels Experience with high availability concepts such as HSRP, VRRP, active/active, and active/passive Familiarity with SD-WAN, QoS, and traffic shaping Location and Travel This is a remote position Candidates must be eligible to work in the United States Candidates must reside in NC, SC, GA, AL, MS, TN, or FL Approximately 10% travel across the Southeast United States is required After-hours on-call availability is required Why Join Magna5 At Magna5, you’ll join a collaborative, growth-oriented environment where your leadership and technical expertise can make a real impact. Work Perks Primarily work-from-home remote position Paid time off, including paid holidays and floating holidays Bonus potential based on individual and company performance Competitive and flexible medical, dental, and vision plans 401(k) with generous employer match Tailored life and disability insurance plans Full reimbursement for approved professional certifications and career development opportunities