IT Escalations Specialist - Fast-Paced Support

04 Chipotle Services, LLC; Columbus (OH); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Vacation time

Job summary

Chipotle Mexican Grill, Inc. is seeking an Analyst, IT Service Center (ITSC) Escalations to support resolution of escalated technology incidents and day-to-day service center operations.

You will analyze incident trends and help strengthen operational consistency while collaborating with ITSC leadership. The role requires 1–3 years in technical support, strong analytical and communication skills, and the ability to work independently within established processes.

Qualifications

• 1-3 years in technical support, help desk, or call center operations.
• Experience supporting multi-unit or fast-paced operations preferred.
• Basic understanding of escalation processes and incident management.

Responsibilities

• Provide real-time support to external call center agents on escalated tickets and service requests.
• Guide agents on queue activity and long calls to help maintain service level targets.
• Respond to escalated requests from field leadership, coordinating appropriate follow-up and ensuring timely resolution.
• Perform quality control on escalated technical incidents requiring advanced troubleshooting and Tier 2/3 engagement.
• Analyze incident and contact center data to identify trends and summarize findings for leadership review.
• Assist in documenting and refining escalation processes and IT support workflows.
• Collaborate with Knowledge Management and Training team to recommend updates based on feedback.
• Support major incident and post-incident review activities, including joining support bridge calls.

Skills

Analytical thinking

Problem solving

Communication skills

Independent work

Multi-tasking

Education

High school diploma / GED

Bachelor's degree preferred

Tools

ServiceNow

Job description

Chipotle Mexican Grill, Inc. is seeking an Analyst, IT Service Center (ITSC) Escalations to support resolution of escalated technology incidents and day-to-day service center operations.

You will analyze incident trends and help strengthen operational consistency while collaborating with ITSC leadership. The role requires 1–3 years in technical support, strong analytical and communication skills, and the ability to work independently within established processes.