End User Support, Manager

Title: End User Support Manager

***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

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