End User Support, Manager
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