IT Security Customer Success Manager (Information Technology Executive 1)

THE POSITION

As an IT Security Customer Success Manager with the Enterprise Technology Services Office, you will be supporting agencies as they navigate important cybersecurity services. This role gives you the opportunity to build strong relationships, share guidance, and help customers adopt secure technologies. You will play an important part in improving the customer experience and enhancing security across the Commonwealth. Bring your expertise to the Network, Unified Telecom, and Security Operations Division to help agencies strengthen their cybersecurity practices!

DESCRIPTION OF WORK

This position serves as the main connection between security teams and agency customers by guiding service adoption, sharing updates, and helping resolve issues. You will have the opportunity to support agencies as they work to protect systems, follow security expectations, and use modern tools safely. As an IT Security Customer Success Manager, you will perform the following duties:

• Agency Support: Serve as the primary contact to help agencies understand and use enterprise security services
• Service Adoption: Help agencies onboard and apply tools such as monitoring, endpoint protection, identity security, and vulnerability management
• Network Guidance: Assist with firewall needs, access rules, and Zero Trust connections through Zscaler
• Issue Coordination: Work with engineering teams to address customer requests and explain risk or compliance considerations
• Incident Communication: Support agencies during security events by sharing updates and coordinating follow-up actions
• Customer Engagement: Lead meetings, reviews, and trainings to ensure customers understand services and upcoming changes

Interested in learning more? Additional details regarding this position can be found in the position description.

Work Schedule and Additional Information:

• Full-time employment
• Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) part-time, up to 2 days per week. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
• Salary: In some cases, the starting salary may be non-negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

QUALIFICATIONS

Minimum Experience and Training Requirements:

• Ten years of professional information technology experience; or
• Six years of professional information technology experience and a bachelor's degree; or
• An equivalent combination of experience and training.

Additional Requirements:

• You must have three or more years of experience with cybersecurity operations including SOC functions, incident response, threat detection, and vulnerability management.
• You must have three or more years of experience with Zscaler technologies, Zero Trust Network Access (ZTNA), cloud security architectures, and secure remote access principles.
• You must have three or more years of experience with firewall technologies, including rule-based access control, network segmentation, least privilege rule design, traffic flow analysis, and change management workflows.
• You must have three or more years of experience in customer success, IT service delivery, relationship management, vendor management, and IT security support
• You must be able to perform essential job functions.

Preferred Qualifications (not required):

• Experience dealing with technical security concepts in business-friendly language for agency leadership, program managers, and IT staff

Legal Requirements:

• You must pass a background investigation and meet Criminal Justice Information Services (CJIS) compliance requirements.

How to Apply:

• Resumes, cover letters, and similar documents will not be reviewe