IT Security Customer Success Manager; Information Technology Executive

Position Summary

As an IT Security Customer Success Manager with the Enterprise Technology Services Office, you will support agencies in navigating cybersecurity services, building relationships, and helping customers adopt secure technologies. Your work will improve customer experience and enhance security across the Commonwealth in the Network, Unified Telecom, and Security Operations Division.

• 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.

• Full‑time employment.
• Work hours:
  
  8:00 AM to 4:30 PM, Monday‑Friday, with a 60‑minute lunch.
• Telework:
  Part‑time telework up to 2 days per week may be available, subject to change. Telework requires a secure high‑speed internet connection and an approved PA office location.
• Salary:
  May be non‑negotiable in some cases.

• Ten years of professional IT experience; or
• Six years of professional IT experience plus a bachelor’s degree; or
• An equivalent combination of experience and training.
• Three or more years of cybersecurity operations experience, including SOC functions, incident response, threat detection, and vulnerability management.
• Three or more years with Zscaler technologies, Zero Trust Network Access (ZTNA), cloud security architectures, and secure remote access principles.
• Three or more years with firewall technologies, rule‑based access control, network segmentation, least privilege rule design, traffic flow analysis, and change management workflows.
• Three or more years of customer success, IT service delivery, relationship management, vendor management, and IT security support experience.
• Ability to perform essential job functions.

• Experience communicating technical security concepts to agency leadership, program managers, and IT staff.

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

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law.

All diverse candidates are encouraged to apply.