Cheryl Jackson is the Director of IT Customer Engagement Services for DC Water. In this capacity, she provides strategic leadership and operational oversight for the Authority’s IT customer service, help desk operations, desktop support, audiovisual services, and end-user technology portfolio. Ms. Jackson is responsible for driving innovative technology strategies that enhance service delivery, strengthen operational effectiveness, and support DC Water’s mission to deliver world-class water services. She initially joined the DC Water Information Technology Solutions Center (ITSC) in 2007 and became an official member of Team Blue in 2011.

Ms. Jackson partners closely with executive leadership, business stakeholders, IT management, and technical teams to modernize the end-user experience, implement automation and AI-enabled service improvements, and ensure dependable, customer-centered IT support across the enterprise. Under her leadership, the End-User Support team manages thousands of service interactions annually while consistently meeting high-performance standards and service-level commitments.

With more than 25 years of progressive experience in technology and leadership, Ms. Jackson brings deep expertise in customer engagement, technical training, process optimization, and organizational transformation. Prior to her current role, she served as IT Customer Service Manager, where she enhanced help desk operations, strengthened cross-functional partnerships, and elevated the overall quality of IT support services. Earlier in her career, she served as both a public high school educator and university instructor, establishing a strong foundation in communication, instruction, and leadership.

She holds a Master’s degree in Secondary Education, a Bachelor’s degree in English Literature with a concentration in Secondary Education, and an Associate degree in Secondary Education—all earned summa cum laude. She is widely recognized for her strategic vision, commitment to innovation, and passion for building high-performing teams that deliver measurable value to the Authority.

Ms. Jackson holds multiple professional certifications from Microsoft and the Help Desk Institute, as well as a fitness certification from the Athletics and Fitness Association of America (AFAA). She is an active member of the illustrious Alpha Kappa Alpha Sorority, Incorporated; the CIO Executive Council Pathways Leadership Development Program; Sigma Tau Delta International English Honor Society; and the NAACP.