Junior IT Escalation Manager: Incident Coordination

ASM Research, An Accenture Federal Services Company; Salt Lake City (UT); On-site; USD 70,000 - 97,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks an Escalation Manager, Junior to coordinate escalated IT incidents affecting mission-critical systems within a highly regulated federal environment. You validate priority, route issues to resolver groups, and maintain ownership for timely follow-up.

The role emphasizes documentation, SLA monitoring, cross-functional bridge calls, and continuous improvement, with exposure to ITIL practices and security-clearance requirements.

Qualifications

• Bachelor’s degree or equivalent in IT, CS, or related field.
• 0–3 years of IT support, service desk, incident management, or related roles.
• Foundational ITIL principles and incident management familiarity.
• Strong problem solving, communication, and interpersonal skills.
• Current secret security clearance.

Responsibilities

• Apply escalation management to initiate functional and hierarchical escalations for time-sensitive incidents.
• Review incident details to validate priority and route to resolver groups while owning follow-up.
• Monitor SLAs for escalated tickets and prompt action to restore services.
• Document escalation cases with timelines, actions, decisions, and outcomes for audits.
• Support cross-functional participation by organizing bridge calls and capturing notes.
• Use ITSM tools to track escalations and report on volume, resolution time, and patterns.
• Collaborate with senior escalation or incident responders to ensure adherence to processes.

Skills

ITIL knowledge

Problem solving

Communication

Multitasking

Incident management

Education

Bachelor’s degree or equivalent

Tools

ITSM tools

Job description

ASM Research, An Accenture Federal Services Company, seeks an Escalation Manager, Junior to coordinate escalated IT incidents affecting mission-critical systems within a highly regulated federal environment. You validate priority, route issues to resolver groups, and maintain ownership for timely follow-up.

The role emphasizes documentation, SLA monitoring, cross-functional bridge calls, and continuous improvement, with exposure to ITIL practices and security-clearance requirements.