Junior IT Incident Escalation Lead

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

Job summary

ASM Research, An Accenture Federal Services Company in Austin, TX, is seeking a Junior Escalation Manager to coordinate escalated IT incidents affecting mission-critical systems. You will validate priority, route to resolver groups, and maintain audit-ready documentation.

The role requires a Bachelor’s degree or equivalent, 0–3 years IT support, foundational ITIL knowledge, and a current secret clearance. You’ll support SLA targets and contribute to lessons learned in a regulated federal

Qualifications

• Bachelor’s degree or equivalent work experience in IT, CS, business, or related field.
• 0–3 years of IT support, service desk, incident management, or related roles.
• Foundational knowledge of ITIL principles and incident management; experience with ITSM tools.
• Strong problem-solving, analytical and communication skills with ability to manage multiple incidents.
• Current Secret security clearance.

Responsibilities

• Apply escalation management concepts 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

Incident management

Analytical & communication

Secret clearance

Education

Bachelor’s degree or equivalent

Job description

ASM Research, An Accenture Federal Services Company in Austin, TX, is seeking a Junior Escalation Manager to coordinate escalated IT incidents affecting mission-critical systems. You will validate priority, route to resolver groups, and maintain audit-ready documentation.

The role requires a Bachelor’s degree or equivalent, 0–3 years IT support, foundational ITIL knowledge, and a current secret clearance. You’ll support SLA targets and contribute to lessons learned in a regulated federal