IT Escalation & Quality Leader

AHEAD

United States

On-site

USD 120,000 - 180,000

Full time

14 days+

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Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k)

Paid holidays

Paid time off

Parental and caregiver leave

Job summary

AHEAD is seeking an IT Services Escalation Manager in the United States to lead high-impact client escalations and drive cross-functional resolution. The role bridges Engineering, Delivery, Operations, and Client Success to restore confidence and improve outcomes.

It requires a strong background in RCA, CAPA, and ITIL, plus hands-on leadership for ongoing service improvement. You will champion structured escalation processes, coach teams, and communicate progress to executives, while aligning

Qualifications

Bachelor's degree required; Master’s preferred.
8+ years leading client experience, technical support, quality or service operations.
Proven success managing complex client escalations and cross-functional process improvements.

Responsibilities

Lead critical, high-impact client escalations from initiation to closure.
Serve as single point of accountability for escalation resolution and cross-functional coordination.
Provide structured escalation management with clear recovery plans and communication cadences.
Facilitate stand-ups, executive briefings, and client updates for active escalations.