Customer Support Liaison

Location: Washington, DC, United States

Salary: USD $105,000–$130,000 per year

Company

hirify.global, a Chenega Professional Services company, provides professional services and technology support for organizational and government customers.

What you will do

• Coordinate support services between customers, end users, technical teams, vendors, and stakeholders.
• Receive, triage, track, and coordinate incidents, service requests, and escalations using ServiceNow and related IT service management tools.
• Monitor SLAs, ticket priorities, resolution progress, service interruptions, maintenance, and remediation communications.
• Coordinate user onboarding, account provisioning, deprovisioning, and access management across Microsoft 365, Microsoft Entra ID, Azure, Citrix Workspace, and related platforms.
• Develop customer-facing documentation, user guides, training materials, knowledge articles, and support procedures.
• Analyze recurring issues and service metrics, coordinate cross-functional support, and recommend continuous service improvements.

Requirements

• Bachelor’s degree in information technology, information systems, business administration, communications, or a related field.
• At least five years of experience in IT customer support, service delivery, help desk operations, technical account management, or a related role.
• Experience with enterprise applications, infrastructure services, end-user environments, incident management, service requests, escalations, and customer communications.
• Experience with ServiceNow or a comparable IT service management platform.
• Experience with user provisioning, access management, and onboarding in Microsoft 365, Entra ID, Azure, or similar platforms.
• Ability to obtain and maintain any required government security clearance or Public Trust designation, if applicable.

Nice to have

• ITIL Foundation certification or experience in ITIL-based service management.
• Experience supporting federal government, healthcare, scientific research, or other highly regulated organizations.
• Experience with Microsoft 365 administration, Entra ID, Azure, Citrix Workspace, training programs, and user documentation.
• CompTIA A+, Network+, Security+, or a related certification.
• Experience with technology modernization, digital transformation, change management, problem management, and continuous service improvement.

Culture & Benefits

• Robust employee benefits program.
• Management engagement and quality leadership.
• Teamwork-focused environment with recognition for performance.
• Promotion opportunities and participation in continuous improvement initiatives.