Customer Support Liaison who serves as a customer-focused technical representative responsible for coordinating support services between end users, technical teams, vendors, and organizational stakeholders. This position ensures effective communication, timely issue resolution, service delivery excellence, and a positive customer experience across enterprise applications, infrastructure services, and technology platforms. The Customer Support Liaison plays a critical role in incident management, service request coordination, user onboarding, and continuous service improvement initiatives.

Responsibilities

• Serve as the primary point of contact and coordination between customers, support teams, system administrators, vendors, and project stakeholders.
• Receive, review, triage, and coordinate the resolution of incidents, service requests, and escalations using ServiceNow and other enterprise service management tools.
• Monitor and track support activities to ensure timely resolution and compliance with established service-level agreements (SLAs).
• Facilitate communication regarding service interruptions, planned maintenance, system outages, operational impacts, and remediation efforts.
• Coordinate user onboarding, account provisioning, deprovisioning, and access management activities within Microsoft 365, Microsoft Entra ID, Citrix Workspace, Azure, and related enterprise platforms.
• Provide customer support and technical guidance for enterprise applications, systems, and technology services.
• Serve as a liaison between customers and technical teams to ensure accurate understanding of issues, requirements, and resolution expectations.
• Track, monitor, and communicate ticket status, priorities, and resolution updates to customers and stakeholders.
• Develop, maintain, and distribute customer-facing documentation, user guides, training materials, knowledge base articles, and support procedures.
• Identify recurring service issues and trends and recommend process improvements to enhance service quality, operational efficiency, and customer satisfaction.
• Coordinate cross-functional support efforts involving infrastructure, cybersecurity, networking, application, and business support teams.
• Support user acceptance activities, system implementations, upgrades, and technology rollouts by facilitating communication and end-user readiness efforts.
• Assist with reporting and metrics collection related to service delivery performance, customer satisfaction, and support operations.
• Participate in continuous improvement initiatives to optimize support processes and customer engagement practices.
• Other duties as assigned

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, help desk operations, technical account management, or a related role.
• Experience supporting enterprise applications, infrastructure services, and end-user technology environments.
• Experience utilizing ServiceNow or comparable IT service management platforms.
• Experience coordinating incident management, service requests, escalations, and customer communications.
• Experience supporting user provisioning, access management, and onboarding activities within Microsoft 365, Entra ID, Azure, or similar platforms.
• Demonstrated ability to manage multiple priorities while maintaining high levels of customer satisfaction.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office applications and collaboration tools.
• Ability to obtain and maintain any required government security clearance or public trust designation, if applicable.

Preferred Qualifications:

• ITIL Foundation certification or experience working within ITIL-based service management environments.
• Experience supporting federal government, healthcare, scientific research, or highly regulated organizations.
• Experience with Microsoft 365 administration, Entra ID, Azure, and Citrix Workspace environments.
• Experience developing customer training programs, knowledge articles, and user documentation.
• Knowledge of SLA management, service performance metrics, and customer satisfaction reporting.
• Experience coordinating support activities across geographically dispersed teams.
• CompTIA A+, Network+, Security+, or related industry certification.
• Experience supporting enterprise technology modernization and digital transformation initiatives.
• Familiarity with change management, problem management, and continuous service improvement methodologies.

Knowledge, Skills and Abilities:

• Knowledge of IT service management principles, incident management, and service request processes.
• Experience utilizing ServiceNow or similar service management platforms.
• Strong customer service, communication, and stakeholder engagement skills.
• Knowledge of Microsoft 365, Microsoft Entra ID, Azure, Citrix Workspace, and enterprise user support practices.
• Ability to effectively communicate technical information to both technical and non-technical audiences.
• Strong organizational skills with the ability to manage multiple priorities and competing deadlines.
• Ability to analyze support trends and recommend service improvements.
• Experience coordinating activities across diverse teams and organizational units.
• Strong problem-solving, critical thinking, and conflict-resolution skills.
• Proficiency in developing user documentation, training materials, and process documentation.