Junior IT Incident Escalation Lead

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking an Escalation Manager, Junior to coordinate IT incidents that cannot be resolved at first line. You will validate priority, route to resolver groups, and maintain audit-ready documentation in a regulated federal environment.

You will support functional and hierarchical escalations, assist in bridge calls, and contribute to lessons learned and continuous improvement while ensuring SLA adherence.

Qualifications

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

Responsibilities

• Apply escalation management concepts 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 SLA targets for escalated tickets and prompt actions to restore services.
• Document escalation cases with timelines, actions, decisions, and outcomes for auditability and continuous improvement.
• Support cross-functional participation in resolving issues by organizing bridge calls and noting next steps.
• Track escalations through ITSM tools and report on escalation volume, resolution time, and patterns.
• Collaborate with senior escalation or incident response personnel to ensure adherence to processes.

Skills

ITIL knowledge

Incident management

Strong communication

Security clearance

Education

Bachelor’s degree or equivalent

Job description

ASM Research, An Accenture Federal Services Company, is seeking an Escalation Manager, Junior to coordinate IT incidents that cannot be resolved at first line. You will validate priority, route to resolver groups, and maintain audit-ready documentation in a regulated federal environment.

You will support functional and hierarchical escalations, assist in bridge calls, and contribute to lessons learned and continuous improvement while ensuring SLA adherence.