IT Service Process Lead & Customer Engagement

IPTA; Bath Township (OH); On-site; USD 70,000 - 100,000; Full time

Job summary

IPT Associates (IPTA) at Wright-Patterson AFB is seeking a professional to manage IT service management processes and drive continuous improvements that enhance service delivery for customers and users. You will analyze workflows, collect feedback and metrics, and translate findings into actionable requirements while coordinating with technical teams and leadership.

A bachelor’s degree and ITSM experience are required, with strong communication and teamwork skills.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Experience improving IT service delivery and business processes.
• Working knowledge of IT service management (ITSM).
• Experience analyzing customer feedback and service data to drive improvements.
• Experience developing process documentation, workflows, or communications.
• Strong facilitation, communication, analytical, and coordination skills.
• Familiarity with ITSM, workflow automation, reporting, collaboration, or knowledge-management tools.
• Ability to obtain and maintain required security clearances.

Responsibilities

• Manage and improve IT service management processes (incident, problem, change, request, and support).
• Analyze workflows to identify inefficiencies and automation opportunities.
• Collect and analyze customer feedback, service data, and performance metrics to identify gaps.
• Translate customer needs into documented requirements and prioritized actions.
• Coordinate with technical teams and stakeholders to resolve issues and improve service delivery.
• Develop and maintain process documentation, SOPs, workflows, and knowledge articles.
• Coordinate customer outreach, demonstrations, trainings, and adoption activities.
• Track improvement actions and report outcomes to leadership.

Skills

Curious about technology

Problem solving

Initiative

Teamwork

Continuous learning

Education

Bachelor's degree in information systems or related field

Tools

ITSM tools

Workflow automation tools

Reporting tools

Collaboration tools

Knowledge management tools

Job description

IPT Associates (IPTA) at Wright-Patterson AFB is seeking a professional to manage IT service management processes and drive continuous improvements that enhance service delivery for customers and users. You will analyze workflows, collect feedback and metrics, and translate findings into actionable requirements while coordinating with technical teams and leadership.

A bachelor’s degree and ITSM experience are required, with strong communication and teamwork skills.