Junior IT Escalation Manager — Secret Clearance

ASM Research, An Accenture Federal Services Company; Little Rock (AR); On-site; USD 58,000 - 97,000; Full time

Job summary

ASM Research is seeking a Junior Escalation Manager in the United States to coordinate escalated IT incidents, validate priority, route to resolver groups, and maintain audit-ready documentation in a regulated federal environment. The role supports cross-functional escalation and incident resolution while using ITSM tools to track progress.

Candidates typically have 0-3 years in IT support and a current secret security clearance, with ITIL knowledge and strong communication skills to manage

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

ITIL knowledge

Problem solving

Communication

Secret clearance

Incident management

Education

Bachelor’s degree or equivalent

Tools

ITSM tools

Job description

ASM Research is seeking a Junior Escalation Manager in the United States to coordinate escalated IT incidents, validate priority, route to resolver groups, and maintain audit-ready documentation in a regulated federal environment. The role supports cross-functional escalation and incident resolution while using ITSM tools to track progress.

Candidates typically have 0-3 years in IT support and a current secret security clearance, with ITIL knowledge and strong communication skills to manage