End User Support Lead — Remote & Impactful Growth

Magna5; New York, Northern (NY, KY); Hybrid; USD 100,000 - 135,000; Full time

Benefits offered by this job

Paid time off & holidays

Bonuś potential based on performance

Medical, dental, vision plans

401(k) with employer match

Certification reimbursement

Job summary

Magna5 is seeking an experienced End User Support Manager to lead a team of engineers delivering exceptional IT support for our clients. This remote leadership role focuses on people, process, and technology to drive reliable service outcomes.

You will guide escalations, coordinate across departments, and ensure high-quality end-user experience, with approximately 10% travel across the Southeast and after-hours on-call availability.

Qualifications

• 8+ years of experience in the IT industry
• Experience working for a Managed Service Provider (MSP)
• 4–6+ years of leadership experience supervising 10–20 direct reports
• Bachelor's degree or equivalent experience (5+ years)
• Strong experience across networking, firewalls, server infrastructure, and operational support
• Ability to align technology solutions with business needs
• Strong communication, interpersonal, and collaboration skills
• High emotional intelligence and ability to influence and build consensus
• Strategic thinking with an enterprise-wide perspective

Responsibilities

• Lead and develop a team of Tier 1 and Tier 2 engineers to deliver outstanding client support
• Set high-performance standards and foster accountability and continuous improvement
• Provide technical guidance, coaching, and escalation support
• Guide teams toward strong operational outcomes and high-quality service delivery
• Monitor operational performance to ensure service quality and consistency
• Communicate high-priority incidents, updates, and service reviews
• Work under tight deadlines with a client-focused approach
• Collaborate with executives to align technology solutions with client business goals

Skills

Leadership

MSP experience

IT service management

Networking knowledge

Communication skills

Strategic thinking

Executive relationship

Education

Bachelor's degree or equivalent

Tools

VMware

Windows Server

Microsoft 365 admin

DNS/DHCP

SQL Server

Firewall management

Job description

Magna5 is seeking an experienced End User Support Manager to lead a team of engineers delivering exceptional IT support for our clients. This remote leadership role focuses on people, process, and technology to drive reliable service outcomes.

You will guide escalations, coordinate across departments, and ensure high-quality end-user experience, with approximately 10% travel across the Southeast and after-hours on-call availability.