Junior IT Escalation Lead - Incident Mastery

ASM Research, An Accenture Federal Services Company; Trenton (NJ); 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 within a highly regulated federal environment. You will monitor escalated tickets, validate priority and impact, route issues to resolver groups, and maintain audit-ready documentation.

The role supports functional and hierarchical escalations, assists with bridge calls, and uses ITSM tools to track lifecycle and compliance.

Qualifications

• Bachelor’s degree or equivalent in IT, CS, business administration, or related field.
• 0-3 years of IT support, service desk, incident management experience.
• Foundational knowledge of ITIL principles and incident management best practices.
• Strong problem-solving, communication, and interpersonal skills to manage multiple incidents.
• Current secret security clearance is required.

Responsibilities

• Apply escalation management concepts to initiate functional and hierarchical escalations for time-sensitive incidents.
• Review incident details to validate priority, impact, and completeness, and route escalated issues to resolver groups while maintaining ownership for follow-up.
• Monitor SLAs for escalated tickets, identify risks of SLA breach, and prompt timely action from technical teams to restore services.
• Document escalation cases with timelines, stakeholders, actions, decisions, and outcomes for auditability and continuous improvement.
• Support cross-functional participation in resolving customer-impacting issues by assisting with bridge calls and capturing next steps.
• Use ITSM tools to track escalations throughout their lifecycle and contribute to reporting on escalation volume, resolution time, SLA compliance, and recurring patterns.
• Collaborate with senior escalation or incident response personnel to ensure adherence to escalation models and incident management processes.

Skills

ITIL knowledge

Incident management

Analytical skills

Communication skills

Security clearance (secret)

Education

Bachelor’s degree or equivalent

Tools

ITSM tools

Job description

ASM Research, an Accenture Federal Services Company, is seeking a Junior Escalation Manager to coordinate escalated IT incidents within a highly regulated federal environment. You will monitor escalated tickets, validate priority and impact, route issues to resolver groups, and maintain audit-ready documentation.

The role supports functional and hierarchical escalations, assists with bridge calls, and uses ITSM tools to track lifecycle and compliance.