Tier II Escalations Manager
About The Position
The purpose of this role is to serve as the bridge between frontline service teams (Tier I), Field Services, and advanced engineering (Tier III), ensuring that escalations are properly triaged, technically sound, and efficiently resolved before requiring senior-level intervention. You create value by ensuring that Tier 2 capabilities scale smoothly and profitably as Nexus grows through both acquisitions and organic expansion. Your leadership will improve response times, enhance ticket quality, reduce unnecessary Tier III escalations, and strengthen overall service consistency.
Requirements
- 6+ years of experience in IT service delivery or managed services.
- 2–4+ years of experience leading or mentoring escalation-level technicians preferred.
- You have experience managing in an M&A-driven business, with responsibility for team integration, process harmonization, and onboarding.
- You have experience in scaling a Tier 2 escalations team from leading a small group of 4 to 8 engineers to managing a multi-team operation with over 30 engineers.
- Experience supporting or coordinating with Field Services teams strongly preferred.
- Strong working knowledge of infrastructure, virtualization, networking, and cloud platforms.
- Strong leadership capability within technical service environments.
- Advanced troubleshooting skills across infrastructure, networking, and cloud systems.
- Working knowledge of on-site service operations and deployment best practices.
- Change tolerance and psychological flexibility. You have a track record of performing well under uncertainty, not just operational pressure.
- Conflict navigation and team integration skills. Acquisitions bring culture clash. You bring demonstrable skills in building trust across organizations and teams.
- Emotional regulation under chronic load. You thrive in high-pressure situations and can manage stress over time.
- Data-driven decision-making bias. You have extensive experience using ticket data, SLA trends, and other engineering performance metrics to make quick decisions.
- Communication. Demonstrated ability to proactively surface systemic issues to peers and your manager .
Nice To Haves
- Preferred certifications: CCNA, Azure Administrator Associate, Security+, or equivalent.
- Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
- Demonstrated history of improving escalation quality and service response metrics .
Responsibilities
- Lead, coach, and develop Tier II Escalation Engineers to meet technical and service standards.
- Serve as the primary escalation point for Tier I technicians before issues escalate to Tier III. Ensure accurate triage, documentation, and troubleshooting prior to further escalation.
- Monitor ticket queues, SLAs, and workload distribution to maintain response-time targets.
- Coordinate with Field Services to properly scope, prepare, and support on-site escalations when necessary.
- Provide technical guidance to Field Engineers during complex deployments or incident responses.
- Identify recurring issues and collaborate with Tier III to implement long-term solutions.
- Maintain proactive communication with clients during escalations to ensure clarity and confidence.
- Partner with Customer Success and service leadership to align technical resolutions with client expectations.
- Contribute to process improvements, documentation standards, and escalation workflows .
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
11-50 employees
