Manager, Communications & Customer Engagement

Position Overview

The Manager of Communications & Customer Engagement leads the team responsible for developing clear, consistent, and audience-appropriate communications that support IT services, initiatives, and operations. This role oversees all communication strategies related to IT activities, service changes, incident notifications, and customer facing knowledge content. The manager ensures that messaging is timely, accurate, and aligned with organizational standards while driving continuous improvements to the IT customer experience. The ideal candidate brings strong communication expertise, an understanding of IT service management, and proven leadership ability to guide a team in delivering impactful, high quality customer communications.

Key Responsibilities

Team Leadership & Strategy

• Lead, coach, and develop a team of Communications & Customer Engagement Specialists.
• Establish communication standards, processes, and quality controls for all IT messaging.
• Oversee workload planning, prioritization, and timely delivery of communication activities.
• Cultivate a culture of continuous improvement, professional growth, and customer focus.

Communications Management

• Direct the creation and distribution of organization wide communications related to IT initiatives, outages, upgrades, service changes, and incident events.
• Serve as the escalation point and final reviewer for critical communications.
• Ensure communications are clear, accurate, and accessible to nontechnical audiences.
• Partner with IT leadership, project teams, and technical SMEs to align messaging with business and operational needs.
• Coordinate communication timelines and approvals to support major programs and incident response activities.

Customer Engagement & Knowledge Management

• Oversee the maintenance and evolution of the Service Desk knowledge base, ensuring articles are accurate, user-friendly, and updated in alignment with service changes.
• Drive customer engagement strategies that increase awareness, adoption, and satisfaction with IT services.
• Implement mechanisms to collect user feedback and translate insights into communication and knowledge-base improvements.
• Ensure the team produces effective support content such as FAQs, self-help guides, and service related documentation.

Cross Functional Collaboration

• Act as the primary liaison between IT service teams, business stakeholders, and organizational communications functions.
• Provide communication guidance to IT leadership, including support for presentations, briefings, and campaign planning.
• Collaborate with Service Management, Cybersecurity, Operations, and Project teams to proactively understand upcoming changes and risks.

• 10+ years of experience
• Experience managing teams highly preferred.
• Bachelor’s degree in Communications, Marketing, IT, or related field; equivalent experience preferred
• Demonstrated experience leading communication, customer engagement, or IT service teams.
• Strong written and verbal communication skills with the ability to tailor messaging for diverse audiences.
• Proven ability to translate technical information into clear, concise, engaging content.
• Understanding of IT operations, ITIL concepts, and technology terminology.
• Strong organizational and project management skills, with ability to manage multiple concurrent priorities.
• Experience managing knowledge bases or selfservice content preferred.
• Professional presence and the ability to collaborate at all organizational levels.
• Must be able to obtain and maintain a Department of Energy (DOE) security clearance.