Escalation Manager, Junior

Escalation Manager, Junior at ASM Research, An Accenture Federal Services Compan in Boise, Idaho, United States Job Description 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. Key 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. Required Qualifications + 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 int

Job Posting:

JC291670008

Posted On:

May 13, 2026

Updated On:

May 13, 2026