IT Service Delivery Liaison

Chenega Agile Real Time Solutions, LLC; Washington (District of Columbia); On-site; USD 105,000 - 130,000; Full time

Benefits offered by this job

Benefits program

Promotion opportunities

Job summary

Eagle One Solutions, Inc. is seeking a Customer Support Liaison to coordinate support between end users, technical teams, vendors, and stakeholders in a fast-paced environment. You will manage incidents, service requests, onboarding, and continuous service improvements across enterprise platforms.

The role emphasizes strong communication, service delivery excellence, and customer satisfaction, with opportunities for growth and a robust benefits program.

Qualifications

• Bachelor's degree in Information Technology, Information Systems, Business Administration, Communications, or a related field.
• Minimum of five (5) years of experience in IT customer support, service delivery, or related roles.
• Experience supporting enterprise applications and end-user technology environments.
• Experience using ServiceNow or similar ITSM platforms.
• Experience coordinating incident management, service requests, and customer communications.
• Experience supporting provisioning and onboarding within Microsoft 365, Entra ID, Azure.
• Strong written and verbal communication skills.

Responsibilities

• Serve as the primary point of contact between customers, support teams, system admins, vendors, and stakeholders.
• Coordinate incidents, service requests, and escalations using ITSM tools.
• Monitor SLAs and track support activities for timely resolution.
• Coordinate user onboarding and access management within Microsoft 365, Entra ID, Azure, Citrix Workspace.
• Provide guidance for enterprise applications and technology services.
• Maintain and distribute customer-facing docs and training materials.
• Identify recurring issues and suggest process improvements.
• Coordinate cross-functional support across teams.
• Support upgrades and technology rollouts with end-user readiness.
• Assist with reporting on service delivery and customer satisfaction.

Skills

Customer service

Communication

Stakeholder engagement

Problem solving

Education

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

Tools

ServiceNow

Microsoft 365

Entra ID

Azure

Citrix Workspace

ITIL

Job description

Eagle One Solutions, Inc. is seeking a Customer Support Liaison to coordinate support between end users, technical teams, vendors, and stakeholders in a fast-paced environment. You will manage incidents, service requests, onboarding, and continuous service improvements across enterprise platforms.

The role emphasizes strong communication, service delivery excellence, and customer satisfaction, with opportunities for growth and a robust benefits program.