End User Operations Manager

Company Overview
Performance Drone Works (PDW) builds technologies for the warfighter, by the warfighter. Born out of the Drone Racing League, our roots are competitive, our mindset is tactical, and our mission is clear: deliver purpose-built unmanned systems to those who serve. We are not here to sell vapor; we build and ship real capabilities for real missions.

Now, we're entering a new phase of growth and are looking for an End User Operations Manager to drive operational excellence across PDW's end-user technology experience, ensuring reliable, and efficient support for our growing workforce.

What You'll Do

• Lead and manage IT support operations, including helpdesk, endpoint management, and user onboarding/offboarding.
• Own helpdesk performance, SLAs, ticket workflows, and service quality.
• Oversee endpoint ecosystem (Windows, MacOS) including provisioning, compliance, patching, and lifecycle management.
• Partner with infrastructure and InfoSec teams to ensure secure, compliant endpoint and user access environments (CMMC, ITAR).
• Manage identity and access operations (user provisioning, role-based access, MFA enforcement).
• Drive continuous improvement of user experience through automation, self-service, and process optimization.
• Establish and maintain documentation, SOPs, and knowledge base content for end-user support.
• Manage IT support tools and platforms (ticketing, device management, asset tracking).
• Coordinate onboarding experience, ensuring seamless Day 1 readiness for all employees.
• Serve as the primary escalation point for end-user and support-related issues.

Requirements

• 5+ years of experience in IT support, end-user operations, or IT service delivery leadership roles.
• Experience leading IT support or end-user operations teams in a fast-paced environment.
• Strong hands-on experience with Microsoft 365, Intune, and Entra ID administration.
• Experience improving user experience metrics (e.g., resolution time, CSAT, self-service adoption).
• Ability to scale support operations, processes, and tooling in a high-growth environment.

Preferred

* Exposure to CMMC compliance implementation or audit preparation.

* Familiarity with service management or project management frameworks (ITIL, PMP, or equivalent).

* Bachelor's degree in Information Technology, Computer Science, or related field.

Physical Requirements

The physical demands described here are representative of those that must be met to successfully perform the essential functions of the job. Ability to sit, stand, bend, reach, climb, and move about regularly throughout the day and lift / carry up to 50 pounds. Must have manual dexterity to operate standard office and IT equipment such as computers, keyboards, monitors, servers, and cabling tools. Must be physically capable of installing or replacing workstation and network hardware, tracing cabling in confined spaces, and performing light equipment setup within office or lab environments.

Work Environment

This position typically operates in a standard office setting with period work in lab and manufacturing areas. This role requires use of standard office and IT equipment and may involve occasional access to server racks, networking closets, or production areas. Limited travel may be required to PDW facilities, test sites, or vendor locations for project or maintenance purposes. This position may have exposure to outdoor weather conditions, noise, and non-climate-controlled environments. May require the use of personal protective equipment (PPE) depending on the environment. This is a fast-paced work environment and requires cross departmental collaboration with independent and team-based responsibilities. Standard works hours for this position are Monday through Friday, 8:00 a.m. to 5:00 p.m. with occasional overtime as operational needs demand.

Benefits

PDW values our team, and we offer a compensation package reflective of your experience and capabilities. Benefits include:

• Comprehensive BCBS medical, dental, and vision coverage; 80% sponsored by the company.
• Safe Harbor 401(K) with company match.
• Paid Parental Leave.
• On-site gym at our Huntsville, AL location.
• Employer provided life insurance.
• Robust Employee Assistance Program (EAP).
• A work environment that encourages teamwork and innovation.
• Competitive salary, generous paid time off (PTO), and flexible leave options.

EEO Statement

PDW is an equal opportunity employer that upholds all federal and state non-discrimination laws. We ensure a fair and unbiased evaluation for employment for all qualified candidates regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, marital status, medical condition, disability, genetic information, veteran status, or any other characteristic protected by law.