End User Support, Manager

Accountabilities:
The End User Support Manager will be responsible for leading support operations, developing technical teams, and ensuring consistent delivery of exceptional client service. This role requires a balance of hands-on technical knowledge, strategic thinking, and strong leadership skills to improve processes and support business goals. Lead, mentor, and develop Tier 1 and Tier 2 support engineers to deliver high-quality technical assistance and client outcomes. Establish performance expectations, promote accountability, and foster a culture of collaboration and continuous improvement. Provide technical guidance, coaching, and escalation support for complex issues and operational challenges. Monitor service performance, identify improvement opportunities, and ensure consistent support quality. Manage high-priority incidents, service escalations, updates, change communications, and operational reviews. Ensure support processes, workflows, and technologies are aligned to client expectations and business objectives. Build strong relationships with executives, stakeholders, and key business partners. Translate technical concepts into clear business language for non-technical audiences. Partner with internal teams to improve service delivery, operational efficiency, and technology capabilities. Support strategic initiatives that enhance end-user experience and strengthen managed service operations. Requirements: The ideal candidate is an experienced IT leader with a strong background in managed services, infrastructure support, and team management. You should have the ability to lead technical teams, manage complex environments, and communicate effectively with both technical and executive stakeholders. 8+ years of experience in the IT industry, with significant experience in enterprise or managed service environments. 4–6+ years of leadership experience managing technical teams, including 10–20 direct reports. Experience working within a Managed Service Provider (MSP) environment. Bachelor’s degree or equivalent professional experience. Strong knowledge of networking, firewalls, server infrastructure, and operational support in medium to enterprise environments. Ability to align technology solutions with business requirements and customer objectives. Strong communication, collaboration, and relationship-building skills. High emotional intelligence with the ability to influence teams and build consensus. Strategic mindset with an enterprise-wide perspective. Technical Expertise: Strong understanding of networking technologies and network design principles. Experience managing and interpreting firewall configurations and rules. Experience with VMware and Windows Server environments. Experience administering Microsoft 365 environments. Understanding of DNS, DHCP, and TCP/IP protocols. Experience with Microsoft Exchange and SQL Server. Preferred Qualifications: ITIL certification or similar service management credentials. Technical certifications such as CCNA, Fortinet NSE4, Palo Alto Networks Certified Network Security Associate (PCNSA), Azure, or AWS networking certifications. Experience designing and implementing network topologies. Knowledge of switches, routers, VPNs, NAT/PAT, and firewall technologies. Familiarity with routing protocols such as EIGRP, OSPF, BGP, MPLS, and VPLS. Understanding of Radius, LDAP, 802.1x, Spanning Tree, and Port Channels. Experience with high-availability concepts including HSRP, VRRP, active/active, and active/passive configurations. Familiarity with SD-WAN, QoS, and traffic-shaping technologies. Additional Requirements: Ability to work remotely while maintaining effective communication and collaboration. Must be authorized to work in the United States. Candidates must reside in NC, SC, GA, AL, MS, TN, or FL. Ability to travel approximately 10% across the Southeast United States. Availability for after-hours on-call support when required. Benefits: Remote-first work environment. Paid time off, including holidays and floating holidays. Bonus opportunities based on individual and company performance. Competitive medical, dental, and vision insurance plans. 401(k) plan with employer match. Life and disability insurance coverage. Full reimbursement for approved professional certifications. Career development and growth opportunities. Collaborative and supportive workplace culture.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
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