Customer Experience Lead

Who We Are

Known for being a Best Place to Work and a People First company, IronArch Technology is an award-winning Service-Disabled Veteran-Owned Small Business (SDVOSB) specializing in providing innovative solutions and world class services to Federal Government clients.

Our employees have voted us as a 'Best Place to Work' 8 times and we are an INC 5000 recipient for being one of the fastest growing businesses in the United States.

Our Values: People First, Servant Leadership, Deliver and Inspire Excellence, Do the right thing!

What You'll Do

In this role, you will lead the customer experience and help desk team supporting a large-scale DevSecOps development organization, specifically around DevSecOps tools. The Customer Experience Lead will be responsible for help desk efficiency and effectiveness and the overall satisfaction of end users/customers. In this role, you will manage the help desk, design and execute training plans, and identify, monitor, and report customer experience metrics.

• Develop customer experience initiatives and projects to improve help desk and training program effectiveness and efficiency.
• Maintain working knowledge of supported DevSecOps tools and support resources.
• Train and guide customer-facing staff, including creating help desk workflows, knowledge base articles, and other reference guides.
• Identify and monitor customer satisfaction metrics, including response time, time to resolution, and SLA compliance.
• Design and execute training programs, guides, and other resources for supported tools.
• Motivate and coach a team.
• Escalate and resolve Tier III and IV help desk tickets.
• Support program management by reporting customer experience and help desk status in regularly scheduled deliverables.

• Bachelor's degree and 5+ years of experience. (Relevant years of experience may be substituted for education.)
• Ability to obtain a Public Trust clearance.
• Normal help desk hours are Monday through Friday, 8:00 AM to 8:00 PM Eastern Time; work hours will be 8:00 AM to 4:00 PM Eastern, with occasional after-hours support for Tier III and IV issues.

Preferred Qualifications

• Federal contracting experience.

Why IronArch Technology?

• Awarded Best Place to Work 8 times!
• Competitive compensation and market-leading bonus opportunities
• Medical, dental, and vision benefits where a significant portion of the premium is subsidized by IronArch. For qualifying high-deductible health plans, IronArch also contributes towards a Health Reimbursement Account to cover eligible medical expenses.
• Company-provided healthcare concierge assistance to help explain your coverage in plain language; help you find, choose, and schedule quality care; and address billing, benefit, or claims concerns, potentially saving hours of your time.
• 401(k) retirement plan where the company contributes dollar for dollar up to 3 percent, and 50 cents on the dollar for the 4th and 5th percent with immediate entry and immediate vesting.
• 20 days of PTO accumulated per calendar year
• 11 paid holidays
• Bereavement, jury duty, parental (maternity/paternity/adoption), and military leaves
• Sabbatical programs
• Company-paid short- and long-term disability
• Company-paid life insurance
• Voluntary life, accidental and indemnity income replacement benefits
• Professional development reimbursement
• Health club reimbursement
• Matching donation program and annual philanthropic activities
• Pet insurance
• And more!

Apply today to learn why IronArch Technology has been recognized as "Best Place to Work" for 8 years!

IronArch Technology is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.