Junior IT Escalation Coordinator (Secret-Cleared)

ASM Research, An Accenture Federal Services Company; Pierre (SD); On-site; USD 70,000 - 97,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Junior Escalation Manager to coordinate escalated IT incidents in a federal setting. You will monitor escalated tickets affecting mission-critical systems, validate priority and impact, and route issues to the appropriate resolver groups while maintaining audit-ready documentation.

You will support cross-functional participation, assist with bridge calls, and ensure timely communication in a regulated environment, contributing to

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 interpersonal skills, with the ability to manage multiple incidents at once.
• Candidates must possess a current secret security clearance.

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.

Skills

Problem-solving

Analytical thinking

Communication

Interpersonal skills

Education

Bachelor’s degree or equivalent in IT/CS/BA

Tools

ITSM tools

Incident management systems

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Junior Escalation Manager to coordinate escalated IT incidents in a federal setting. You will monitor escalated tickets affecting mission-critical systems, validate priority and impact, and route issues to the appropriate resolver groups while maintaining audit-ready documentation.

You will support cross-functional participation, assist with bridge calls, and ensure timely communication in a regulated environment, contributing to