End User Support, Manager

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

***Must reside in one of the following states: NC, SC, GA, TN, AL, MS***

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

• 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.

• 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