Junior IT Incident Escalation Lead

ASM Research, An Accenture Federal Services Company; Tallahassee (FL); 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 incident escalations in a regulated federal environment. You will validate priority, route to resolver groups, and maintain audit-ready documents through the escalation lifecycle.

You will support cross-functional resolution efforts, organize bridge calls, track SLAs in ITSM tooling, and contribute to continuous improvement and lessons learned while ensuring security clearances are current.

Qualifications

• Bachelor’s degree or equivalent in IT or related field.
• 0–3 years of IT support, service desk, or incident management exposure.
• Foundational ITIL knowledge and ITSM tooling experience.
• Strong problem-solving, communication, and interpersonal skills.
• Current secret security clearance is required.

Responsibilities

• Determine when to initiate functional and hierarchical escalations for time-sensitive incidents.
• Validate priority and impact, then route issues to resolver groups while owning follow-up.
• Monitor SLA targets for escalated tickets and prompt action to restore services.
• Document escalation cases with timelines, actions, decisions, and outcomes for auditability.
• Support bridge calls, capture notes, and summarize next steps.
• Use ITSM tools to track escalations and report on volume and patterns.
• Collaborate with senior personnel to ensure adherence to escalation processes.

Skills

ITIL principles

Incident management

Communication skills

Analytical thinking

Security clearance

Education

Bachelor’s degree

Tools

ITSM tools

Job description

ASM Research, An Accenture Federal Services Company, seeks a Junior Escalation Manager to coordinate IT incident escalations in a regulated federal environment. You will validate priority, route to resolver groups, and maintain audit-ready documents through the escalation lifecycle.

You will support cross-functional resolution efforts, organize bridge calls, track SLAs in ITSM tooling, and contribute to continuous improvement and lessons learned while ensuring security clearances are current.