Customer Experience Lead - Information Technology Center

CNA, 3003 Washington Blvd, Arlington, Virginia, United States of America Req #408
Tuesday, September 13, 2022
CNA fosters an inclusive culture that values diverse backgrounds and perspectives. Our flexible and engaging work environment encourages iterative and creative collaboration at every stage of the problem solving process. Our employees are committed to helping clients develop effective solutions to better manage their programs through scientific, data-driven approaches. We are looking for creative and innovative individuals to help carry out our mission.


Provide day-to-day oversight of the Service Desk and tier 2 issues to ensure timely resolution of technical problems with computer hardware and software. Leads service desk projects and initiatives and resolves service requests ranging from routine issues to complex problems.  The Customer Experience Lead will establish industry standard (e.g., ITIL) metrics and self-service capabilities to support an aggressive automation strategy.  The position serves as a mentor to junior support staff associates.  



1. Improve the services offered by IT by better understanding the needs of the customers/partners (e.g., training sessions, knowledgebase articles).


2. Collect surveys to gather information on customer opinion of rendered services. Leverage the data to anticipate future CNA computing issues and adjust user support accordingly to enhance the user experience.


3. Conduct research and make recommendations on products and services to improve user support efforts.  Define and implement standards/procedures for ensuring optimal customer experience. Align on a process taxonomy and document all IT processes with process standardization and improvement being key goals. Documented processes should denote ownership and accountability within the ITC organization and align business team.


4. Monitor the activities of the Service Desk team to ensure compliance with acceptable standards of customer service (e.g., ITIL).


5. Manage device inventory (e.g., desktop/laptop, mobile devices) and establish a life-cycle management framework.


6. Perform other duties as assigned.



1. Education:  Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field or equivalent combination of education and work experience required; Advanced degree is a plus.


2. Experience:  Minimum 5 years’ experience in IT technical support (e.g., service desk, user support, desktop management, etc.).


3. Skills:  Technical skills including excellent understanding of standard desktop operating systems (e.g., Windows, Mac OS), standard desktop applications (e.g., Microsoft Office, Adobe Acrobat) and desktop management systems (e.g., SCCM). Ability to make sound and logical judgments; project management skills; good understanding of the organization’s goals and objectives; strong interpersonal, written, and oral communication skills; able to conduct research into issues and products as required; ability to prioritize and execute tasks in a high-pressure environment; ability to present ideas in a user-friendly language; strong customer service orientation; experience working in a team-oriented, collaborative environment.


4. Other:  Able to lift 30 lbs. (e.g., computer and AV equipment). On-call availability outside of normal working hours. Ability to obtain and maintain Top Secret Clearance.


5. Remote/Hybrid Work Eligibility: This position is eligible for telecommuting or hybrid work arrangements at the discretion of the Supervisor. Employees may be required to work at CNA headquarters or other work locations resulting in changes to the scheduled telecommuting or hybrid work arrangements.

 Please include a cover letter as part of your application. A cover letter should introduce yourself, briefly summarize your professional background, explain why you are a good candidate and the reason for your personal interest in applying for this job.
 ***Voluntary (but highly desired) document***
Please include a personal statement as part of your application. A personal statement is a chance for us to get to know you. The statement is your opportunity to share your goals, interests, influences and show us that you will be a valuable asset to our organization. Please click here for personal statement guidelines – Click here

CNA is committed to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service and protected veterans, or other non-merit based factors. In addition to federal legal requirements, CNA complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. These protections extend to all terms and conditions of employment, including recruiting and hiring practices, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training and career development programs. For more information about EEO protections, please view the EEO is the law posters here: "EEO is the Law" Poster""EEO Poster Supplement". The pay transparency policy is available here: Pay Transparency Nondiscrimination Poster. To be considered for hire, all individuals applying for positions with CNA are subject to a background investigation. For positions requiring access to classified information, U.S. citizenship is required. Individuals will also be subject to an additional government background investigation, and continued employment eligibility is contingent upon the ability to obtain and maintain an active security clearance.

Other details

  • Job Family Information Technology
  • Job Function Career Path III - Professional
  • Employment Indicator (none)
Location on Google Maps
  • CNA, 3003 Washington Blvd, Arlington, Virginia, United States of America