Lead, End User Services & IT Operations

Position Summary

The Lead, End User Services & IT Operations is responsible for delivering a seamless, secure, and productive user experience across all enterprise IT services. This role serves as the primary interface between the workforce and IT, ensuring that systems are not only operational, but usable, adopted, and continuously improved.

This is a working leadership role in a lean organization. You will oversee support operations while actively improving service delivery, driving adoption of enterprise tools, and ensuring feedback from users directly informs IT priorities. You will lead and train the support team and empower them to troubleshoot at a more complex level. This will relieve the burden on the higher tiered engineering teams and help the IT support team grow in their technical and professional competence.

Essential Duties and Responsibilities

Service Delivery & Support Operations

Lead Tier 1–3 support operations across all locations and remote workforce

Own incident, request, and problem management processes aligned to ITIL and CMMI standards

Manage device provisioning, imaging, and lifecycle management

Oversee onboarding and offboarding processes in coordination with HR, Cybersecurity, and Platform Engineering

User Experience & Adoption

Drive adoption of enterprise platforms (M365, automation tools, AI-enabled capabilities)

Identify user friction points and translate them into actionable improvements

Support rollout and enablement of new capabilities developed by Digital & AI Engineering

Develop and maintain knowledge base and self-service resources

IT Operations & Service Management

Own ITSM platform, workflows, and continuous improvement of service processes

Establish and track service performance metrics (CSAT, resolution time, first-contact resolution)

Manage hardware asset inventory and lifecycle tracking

Coordinate IT communications (outages, updates, user guidance)

Operational Signal & Feedback Loop

Serve as the enterprise signal layer for IT — capturing real-time insight into system usability and performance

Provide structured feedback into governance forums (CAB, Operations Sync)

Identify systemic issues and recurring patterns that require engineering-level solutions

Cross-Pillar Coordination

Partner with Platform Engineering on endpoint management and identity-related issues

Coordinate with Cybersecurity on endpoint compliance, user behavior, and incident response

Support Digital & AI Engineering by enabling adoption and validating usability of new tools

Secondary Responsibilities

Participate in CAB as chair or coordinator for change scheduling and communication

Support audit readiness activities related to service delivery and IT operations

Contribute to documentation and process improvement aligned to CMMI Level 3

Mentor team members and support hiring and onboarding efforts

Requirements

• Experience

• 8–12+ years of experience in IT operations, service desk leadership, or end user support

• Experience managing IT service delivery in a distributed organization

• Experience with ITIL-based service management frameworks

• Experience working in regulated environments (CMMC, ISO, or equivalent)

• Must possess a strong technical backend in the Microsoft environment (M365, Azure, InTune) and, ideally, familiarity with ServiceNow.

• Experience leading and training the support team and empowering them to troubleshoot at a more complex level. This would relieve the burden on the cloud engineering team and help the IT support team grow in their technical and professional competence.

• Technical Skills

• ITSM platforms and workflow management

• Endpoint management (Intune or equivalent)

• M365 ecosystem (Teams, SharePoint, Exchange)

• Troubleshooting across endpoint, network, and application layers

• Reporting and metrics tracking for service performance

• Leadership & Communication

• Strong leadership presence with the ability to represent IT to the workforce

• Ability to translate user issues into technical requirements

• Excellent communication and coordination skills

• Ability to operate effectively in a lean, fast-moving environment

Preferred Qualifications

• Experience with Digital Employee Experience (DEX) tools

• Familiarity with CMMC Level 2 service delivery implications

• Experience driving adoption of enterprise tools and platforms

• Experience in GovCon or similar regulated environments

• Security & Compliance Requirements

• U.S. Citizenship required

• Must be eligible for security clearance

• Must comply with enterprise security and acceptable use policies

• Must adhere to CMMC-related operational practices

• Special Note

• What Makes You Successful Here

• You understand that IT success is defined by user experience and adoption—not just uptime

• You see support as a signal, not just a service

You are proactive in identifying patterns and improving systems

You are comfortable balancing operational execution with continuous improvement

You thrive in a high-ownership, low-bureaucracy environment

Organizational Fit & Role Context

This role is one of five pillar leadership positions within Enterprise IT. The Lead, End User Services & IT Operations ensures that the capabilities delivered by IT are accessible, usable, and effective for the workforce, and that real-world feedback continuously informs IT priorities.

Benefits and Compensation

At MAG Aerospace, we value your contributions providing our employees with a robust Total Rewards package that supports your total well-being. Full-time and part-time employees working at least 30 hours a week on a regular basis are eligible to participate in MAG's Total Rewards programs. Our offerings include health, life, disability, financial, and retirement benefits as well as paid leave, professional development, and tuition assistance. Individuals that do not meet the threshold are only eligible for select offerings not inclusive of health benefits. We encourage you to learn more about our Total Rewards Program by visiting the Resource page on our Careers site: https://www.magaero.com/benefits/. Salary at MAG Aerospace is determined by various factors including but not limited to location, the particular combination of education, knowledge, skills, competencies, and experience as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $165,000 to $175,000 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of MAG's total compensation package for employees.