Escalation Manager, Junior

ASM Research • Remote,

146d

About The Position

The Escalation Manager, Junior supports the structured handling of escalated IT incidents by serving as a coordination point for issues that cannot be resolved at the initial support level. This role monitors escalated tickets affecting mission-critical systems, validates priority and impact, ensures proper routing to resolver groups, and assists in clear and timely communication within a highly regulated federal environment. The junior escalation manager supports functional and hierarchical escalations, helps facilitate resolver engagement, and maintains complete, audit-ready documentation throughout the escalation lifecycle while contributing to lessons-learned and continuous improvement activities.

Requirements

• Bachelor’s degree (or equivalent work experience) in IT, Computer Science, Business Administration, or a related field.
• 0–3 years of experience in IT support, service desk, incident management, or related roles with exposure to escalated issues.
• Foundational knowledge of ITIL principles, incident management best practices, and experience with incident management or ITSM tools.
• Strong problem-solving, analytical, communication, and interpersonal skills, with the ability to manage multiple incidents at once.
• U.S. citizenship and ability to obtain and maintain a SECRET security clearance.

Nice To Haves

• Experience working in or supporting an IT service desk or operations center handling incident triage and escalation in an enterprise or government setting.
• Exposure to federal compliance requirements, documentation standards, or SLA-driven operational environments.
• ITIL Foundation or equivalent IT service management training.

Responsibilities

• Apply escalation management concepts to determine when to initiate functional and hierarchical escalations for time-sensitive or unresolved incidents.
• Review incident details to validate priority, impact, and completeness, then route escalated issues to the appropriate technical or business resolver groups while maintaining ownership for follow-up.
• Monitor service-level targets for escalated tickets, identify risks of SLA breach, and prompt timely action from technical teams to restore services.
• Document escalation cases, including timelines, stakeholders, actions taken, decisions made, and final outcomes, to support federal guidelines for traceability, quality, and audit requirements, root-cause analysis, and continuous improvement.
• Support cross-functional participation in resolving customer-impacting issues by assisting with bridge call organization, capturing meeting notes, and summarizing next steps.
• Use ITSM tools to track escalations throughout their lifecycle and contribute to reporting on escalation volume, resolution time, SLA compliance, and recurring issue patterns.
• Collaborate with senior escalation or incident response personnel to ensure adherence to escalation models, communication standards, and incident management processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level