Junior IT Incident Escalation Lead

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

Job summary

ASM Research in Concord, NH seeks a Junior Escalation Manager to coordinate escalated IT incidents within a highly regulated federal environment. You monitor escalated tickets, validate priority, route to resolver groups, and maintain audit-ready documentation.

You will support cross-functional teams, assist with bridge calls, and track lifecycle using ITSM tools to report on SLA performance and drive continuous improvement.

Qualifications

• Foundational knowledge of ITIL principles and incident management best practices.
• Experience with incident management or ITSM tools.
• Strong problem-solving, analytical, communication, and interpersonal skills.
• Ability to manage multiple incidents simultaneously.
• 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 resolver groups while maintaining ownership for follow-up.
• Monitor SLAs for escalated tickets, identify risks of SLA breach, and prompt timely action to restore services.
• Document escalation cases with timelines, stakeholders, actions, decisions, and outcomes for traceability and audit requirements.
• Support cross-functional participation in resolving issues by assisting with bridge call organization and capturing notes.
• Use ITSM tools to track escalations and contribute to reporting on escalation volume, resolution time, and recurring patterns.
• Collaborate with senior escalation or incident response personnel to ensure adherence to models and processes.

Skills

ITIL knowledge

Incident management

ITSM tools

Analytical skills

Communication skills

Education

Bachelor’s degree (or equivalent work experience) in IT, Computer Science, Business Administration, or a related field

Job description

ASM Research in Concord, NH seeks a Junior Escalation Manager to coordinate escalated IT incidents within a highly regulated federal environment. You monitor escalated tickets, validate priority, route to resolver groups, and maintain audit-ready documentation.

You will support cross-functional teams, assist with bridge calls, and track lifecycle using ITSM tools to report on SLA performance and drive continuous improvement.