Help Desk Escalation Coordinator

Premier Enterprise Solutions•Washington, DC

4d•Remote

About The Position

Premier Enterprise Solutions is seeking a Help Desk Escalation Coordinator (HDEC). This position is responsible for the proactive management, monitoring, and governance of all service desk tickets across Tier 1 and Tier 2 operations. The HDEC ensures that all tickets are processed in accordance with established Service Level Agreements (SLAs), specifically requiring resolution within fourteen (14) days or formal escalation to Tier 3 support. This role provides end-to-end visibility into ticket status, enforces accountability across support tiers, and ensures that all tickets are tracked through final resolution, including those escalated beyond Tier 2. The TQIM serves as a central coordination point between technical teams and stakeholders and delivers status reporting to executive leadership. Location: Remote, supporting USAID OIG Washington, D.C. Salary will be based on experience and technical interview.

Requirements

Bachelor's degree in information technology, Business Administration, or related field (or equivalent experience)
3–5 years of experience in IT service desk operations or service management
Experience working in Tier 1 / Tier 2 / Tier 3 support environments
Strong understanding of IT service management (ITSM) processes (e.g., ITIL framework)
Experience with ticketing systems (e.g., ServiceNow, Remedy, Jira, or equivalent)
Strong analytical, organizational, and problem-solving skills
Excellent written and verbal communication skills
Ability to manage multiple priorities in a fast-paced environment

Nice To Haves

ITIL Foundation certification or higher
Experience supporting federal or government IT environments
Experience developing dashboards and reporting metrics using tools such as Power BI or Excel

Responsibilities

Ticket Lifecycle Management: Monitor the entire service desk ticket queue (Tier 1 and Tier 2) on a daily basis. Ensure all tickets are actively assigned and worked, properly categorized and documented, and updated in accordance with service desk standards. Identify and address aging tickets, tickets lacking progress updates, and misrouted or improperly handled tickets.
SLA Compliance & Escalation Management: Enforce SLA compliance requiring ticket resolution within 14 days. Identify tickets approaching SLA thresholds and take proactive action. Monitor tickets escalated to Tier 3, ensure all escalated tickets are formally documented and transitioned appropriately, and continue to track and monitor all escalated tickets through final resolution.
End-to-End Ticket Tracking: Maintain visibility and accountability for all tickets from initiation through closure. Track all ticket statuses, including Open, In Progress, Pending, Escalated (Tier 3), Resolved / Closed. Conduct regular coordination with Tier 1, Tier 2, and Tier 3 teams to ensure progress.
Dashboard Management: Develop and maintain a centralized ticket management dashboard. Ensure dashboard is updated regularly and reflects real-time or near real-time status. Track and report on key metrics, including total open tickets, aging tickets, SLA compliance status, escalated tickets, and backlog trends.
Executive Reporting: Provide monthly reports to the Chief Information Officer (CIO) and other leadership. Reports shall include ticket volume and trend analysis, SLA compliance rates, aging and backlog analysis, escalation metrics and outcomes, identified risks and operational challenges. Provide recommendations for service desk performance improvement.
Stakeholder Coordination: Establish and maintain relationships with key stakeholders across the organization. Serve as a point of contact for ticket status inquiries and updates. Proactively communicate ticket progress and expected timelines, delays and risks, and resolution updates. Coordinate with business units and technical teams to ensure transparency and alignment.
Continuous Service Improvement: Identify systemic issues affecting ticket resolution performance. Recommend improvements to ticket handling processes, SLA policies and enforcement, and workflow efficiency. Support initiatives to improve service desk operations and customer satisfaction.