End User Support, Manager

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
• 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