Process Manager and Customer Outreach

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

Wright-Patterson AFB

At IPT Associates (IPTA), we enjoy solving real-world problems with technology. We work closely with our customers, teammates, experts, and partners to come up with practical solutions that make a difference. Whether it's a government or business organization, we focus on understanding the need and building something that works.

Our Team

At IPTA, everything starts with our people. We're big believers that when you invest in your team, great things happen. That's why we encourage learning, growth, and trying new things-even if you don't have all the answers yet.

Our culture is rooted in fierce determination, fearless integrity, and passionate service -but we also like to keep things collaborative, supportive, and down-to-earth.

We're Looking For People Who

• Are curious and excited about technology
• Like solving problems and figuring things out
• Can take initiative but also enjoy working with a team
• Want to keep learning, growing, and challenging themselves

If you're someone who's eager to jump in, learn something new, and make an impact-you'll fit right in here.

• This position is contingent upon contract award and the actual job description may vary based on specific contract requirements and organizational needs.*

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.

Requirements

• Bachelor's degree in business process management, information systems, communications, business administration, or a related field; equivalent relevant experience may be considered.
• 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.

IPTA is an Equal Opportunity Employer. All employment decisions are based on individual merit, including qualifications, experience, performance, and business needs, consistent with applicable federal laws and federal contracting requirements. IPTA provides equal opportunity and utilizes merit-based principles to make employment-related decisions.

#clearance