IT Service Process Lead & Customer Outreach

Interactive Process Technology LLC; Bath Township (OH); On-site; USD 70,000 - 100,000; Full time

Job summary

IPT Associates (IPTA) in Ohio is seeking a Process Manager to enhance IT service delivery and customer experience. You will analyze workflows, coordinate improvements, and translate customer needs into actionable requirements while coordinating with cross-functional teams at Wright-Patterson AFB.

The role emphasizes documentation, training, and ongoing outreach activities to promote adoption and measure impact on service performance.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• Experience improving IT service delivery, business processes, customer experience, or stakeholder engagement in an enterprise environment.
• Working knowledge of IT service management and continuous improvement practices.
• Experience analyzing customer feedback and service data and converting findings into actionable recommendations.
• Experience developing process documentation, workflows, reports, training materials, or customer communications.
• Strong facilitation, communication, analytical, presentation, and stakeholder-coordination skills.
• Familiarity with ITSM, workflow automation, reporting, collaboration, or knowledge-management tools.
• Ability to obtain and maintain required security, system, facility, and role-based access.

Responsibilities

• Manage and improve IT service management processes, including incident, problem, change, request, and customer support activities.
• Analyze workflows, identify inefficiencies and automation opportunities, and coordinate process improvements.
• Collect and analyze customer feedback, service data, ticket trends, and performance metrics to identify service gaps.
• Translate customer needs into documented requirements, prioritized actions, and recommendations for leadership.
• Coordinate with technical teams, service desk personnel, stakeholders, and end users to resolve issues and improve service delivery.
• Develop and maintain process documentation, standard operating procedures, workflows, knowledge articles, and customer communications.
• Coordinate customer outreach, demonstrations, workshops, training, and adoption activities.
• Track improvement actions and report process performance, customer satisfaction, and results to leadership.

Skills

IT service management

Process improvement

Stakeholder coordination

Data analysis

Customer experience

Facilitation

Communication

Presentation

Education

Bachelor's degree in business process management, information systems, communications, business administration, or related field

Tools

ITSM tools

Workflow automation

Reporting tools

Knowledge management tools

Collaboration tools

Job description

IPT Associates (IPTA) in Ohio is seeking a Process Manager to enhance IT service delivery and customer experience. You will analyze workflows, coordinate improvements, and translate customer needs into actionable requirements while coordinating with cross-functional teams at Wright-Patterson AFB.

The role emphasizes documentation, training, and ongoing outreach activities to promote adoption and measure impact on service performance.