Lead, End User Services & IT Operations
Job in
Fairfax, Fairfax County, Virginia, 22037, USA
Listed on 2026-06-02
Listing for:
MAG
Full Time
position Listed on 2026-06-02
Job specializations:
-
IT/Tech
IT Support, IT Project Manager, Systems Administrator, IT Consultant
Job Description & How to Apply Below
* 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 Service Now.
+ 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 Gov Con 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…
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