Junior IT Escalation Specialist

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Junior Escalation Manager to coordinate IT incidents that cannot be resolved at the first level. You will monitor escalated tickets, validate priority and impact, and route issues to resolver groups while maintaining ownership and clear communication in a regulated federal environment.

The role supports cross-functional escalation, helps organize bridge calls, and maintains audit-ready documentation throughout the escalation lifecycle,

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 skills

Analytical skills

Communication skills

Interpersonal skills

Incident management

Education

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

Tools

ITSM tools

Incident management tools

Job description

ASM Research, An Accenture Federal Services Company, seeks a Junior Escalation Manager to coordinate IT incidents that cannot be resolved at the first level. You will monitor escalated tickets, validate priority and impact, and route issues to resolver groups while maintaining ownership and clear communication in a regulated federal environment.

The role supports cross-functional escalation, helps organize bridge calls, and maintains audit-ready documentation throughout the escalation lifecycle,