End User Support Manager
New
J
JobgetherManaged Services
Candidates must reside in NC, SC, GA, AL, MS, TN, or FL.Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- 8+ years of experience in the IT industry; 4–6+ years of leadership experience
- Required Skills
- Microsoft ExchangeMicrosoft SQL ServerTeam managementNetworking
Requirements
- 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.
- Proficiency in VMware and Windows Server environments.
- Experience administering Microsoft 365, Microsoft Exchange, and SQL Server.
- Understanding of DNS, DHCP, and TCP/IP protocols.
- Ability to travel approximately 10% across the Southeast United States.
- Availability for after-hours on-call support when required.
Responsibilities
- 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.
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