Enterprise IT Support Liaison & ServiceNow Lead

Chenega Professional Services Strategic Business Unit; Washington (District of Columbia); On-site; USD 105,000 - 130,000; Full time

Job summary

Eagle One Solutions, Inc., a Chenega Professional Services company, is seeking a Customer Support Liaison to coordinate IT service delivery across end users, technical teams, vendors, and stakeholders. The role emphasizes incident management, onboarding, and continuous service improvement for enterprise apps and platforms.

The successful candidate will manage incidents and service requests, communicate updates, and help optimize support processes while ensuring high customer satisfaction and SLA

Qualifications

• Bachelor's degree in Information Technology, Information Systems, Business Administration, Communications, or related field.
• Minimum five (5) years in IT customer support, service delivery, or related role.
• Experience with enterprise applications and end-user technology environments.
• Experience using IT service management platforms like ServiceNow.
• Experience coordinating incidents, service requests, escalations, and communications.
• Experience provisioning and onboarding users in Microsoft 365, Entra ID, Azure, or similar.

Responsibilities

• Coordinate support between customers, teams, vendors, and stakeholders.
• Triage incidents, service requests, and escalations using service management tools.
• Monitor SLAs and track support activities for timely resolution.
• Communicate service interruptions, maintenances, and remediation efforts.
• Coordinate user onboarding and access management in Microsoft 365, Entra ID, Azure.
• Provide guidance for enterprise applications and technology services.
• Maintain ticket status updates and distribute customer-facing documentation.
• Identify recurring issues and recommend process improvements.
• Coordinate cross-functional support across infrastructure, cybersecurity, networking, and applications.
• Support testing and rollout activities and assist with reporting metrics.
• Contribute to continuous improvement of support processes.

Skills

Customer service

Incident management

Stakeholder engagement

Communication skills

Multi-tasking

Documentation

Education

Bachelor's degree in IT/IS/Business/Communications

Tools

ServiceNow

Microsoft 365

Azure

Job description

Eagle One Solutions, Inc., a Chenega Professional Services company, is seeking a Customer Support Liaison to coordinate IT service delivery across end users, technical teams, vendors, and stakeholders. The role emphasizes incident management, onboarding, and continuous service improvement for enterprise apps and platforms.

The successful candidate will manage incidents and service requests, communicate updates, and help optimize support processes while ensuring high customer satisfaction and SLA