HelpDesk Specialist
Bowie, MD · On-site
With extensive experience in help desk operations, escalation management, and documentation, this position plays a critical role in maintaining system reliability and user productivity. Key ...
HelpDesk Specialist
Bowie, MD · On-site
With extensive experience in help desk operations, escalation management, and documentation, this position plays a critical role in maintaining system reliability and user productivity. Key ...
Accounts Receivable Escalation Specialist
Framingham, MA · Remote
$20.75 - $27.50/hr
Manage endtoend incident tracking, including rootcause analysis, issue documentation, and ... escalation management roles * Strong understanding of AR processes and ERP systems (e.g., Oracle ...
Accounts Receivable Escalation Specialist
Framingham, MA · Remote
$20.75 - $27.50/hr
Manage endtoend incident tracking, including rootcause analysis, issue documentation, and ... escalation management roles * Strong understanding of AR processes and ERP systems (e.g., Oracle ...
Accounts Receivable Escalation Specialist
Framingham, MA · Remote
$20.75 - $27.50/hr
Manage endtoend incident tracking, including rootcause analysis, issue documentation, and ... escalation management roles * Strong understanding of AR processes and ERP systems (e.g., Oracle ...
Accounts Receivable Escalation Specialist
Framingham, MA · Remote
$20.75 - $27.50/hr
Manage endtoend incident tracking, including rootcause analysis, issue documentation, and ... escalation management roles * Strong understanding of AR processes and ERP systems (e.g., Oracle ...
HelpDesk Specialist
Bowie, MD · Remote
With extensive experience in help desk operations, escalation management, and documentation, this position plays a critical role in maintaining system reliability and user productivity. Key ...
Quick apply
HelpDesk Specialist
Bowie, MD · Remote
With extensive experience in help desk operations, escalation management, and documentation, this position plays a critical role in maintaining system reliability and user productivity. Key ...
HelpDesk Specialist
Bowie, MD · On-site
With extensive experience in help desk operations, escalation management, and documentation, this position plays a critical role in maintaining system reliability and user productivity. Key ...
HelpDesk Specialist
Bowie, MD · On-site
With extensive experience in help desk operations, escalation management, and documentation, this position plays a critical role in maintaining system reliability and user productivity. Key ...
SOC/NOC Operations Manager
Washington, DC · On-site
$96K - $129K/yr
Required Skills SOC/NOC management, incident response, network monitoring, event triage, escalation management, shift coverage, root cause analysis, operational reporting, SOP/playbook management ...
Quick apply
SOC/NOC Operations Manager
Washington, DC · On-site
$96K - $129K/yr
Required Skills SOC/NOC management, incident response, network monitoring, event triage, escalation management, shift coverage, root cause analysis, operational reporting, SOP/playbook management ...
Customer Escalation Manager - Networking This role has been designed as 'Hybrid' with an ... Management Level Definition: Applies advanced subject matter knowledge to manage staff activities ...
Customer Escalation Manager - Networking This role has been designed as 'Hybrid' with an ... Management Level Definition: Applies advanced subject matter knowledge to manage staff activities ...
... escalation management across all business verticals. This role leads the Service Management ... function and provides oversight of the Hotline team to ensure a consistent, responsive, and high ...
... escalation management across all business verticals. This role leads the Service Management ... function and provides oversight of the Hotline team to ensure a consistent, responsive, and high ...
Customer Escalation Manager - Networking This role has been designed as 'Hybrid' with an ... Management Level Definition: Applies advanced subject matter knowledge to manage staff activities ...
Customer Escalation Manager - Networking This role has been designed as 'Hybrid' with an ... Management Level Definition: Applies advanced subject matter knowledge to manage staff activities ...
... escalation management across all business verticals. This role leads the Service Management ... function and provides oversight of the Hotline team to ensure a consistent, responsive, and high ...
... escalation management across all business verticals. This role leads the Service Management ... function and provides oversight of the Hotline team to ensure a consistent, responsive, and high ...
... escalation management across all business verticals. This role leads the Service Management ... function and provides oversight of the Hotline team to ensure a consistent, responsive, and high ...
Quick apply
... escalation management across all business verticals. This role leads the Service Management ... function and provides oversight of the Hotline team to ensure a consistent, responsive, and high ...
Customer Escalation Manager - Networking This role has been designed as 'Hybrid' with an ... Management Level Definition: Applies advanced subject matter knowledge to manage staff activities ...
Customer Escalation Manager - Networking This role has been designed as 'Hybrid' with an ... Management Level Definition: Applies advanced subject matter knowledge to manage staff activities ...
Customer Escalation Manager - Networking This role has been designed as 'Hybrid' with an ... Management Level Definition: Applies advanced subject matter knowledge to manage staff activities ...
Customer Escalation Manager - Networking This role has been designed as 'Hybrid' with an ... Management Level Definition: Applies advanced subject matter knowledge to manage staff activities ...
Head of Technology Risk Management
$164K - $266K/yr
IT Escalation Management: * Owns, governs the IT Escalation Management Process, constantly evaluating how to optimize. * Serves as escalation point for technology risk events and deviations, ensuring ...
Head of Technology Risk Management
$164K - $266K/yr
IT Escalation Management: * Owns, governs the IT Escalation Management Process, constantly evaluating how to optimize. * Serves as escalation point for technology risk events and deviations, ensuring ...
We're looking for a Client Retention & Escalation Manager to join our dynamic team. This role is at ... Excellent time management and the ability to juggle multiple priorities without missing a beat
We're looking for a Client Retention & Escalation Manager to join our dynamic team. This role is at ... Excellent time management and the ability to juggle multiple priorities without missing a beat
Head of Technology Risk Management
$164K - $266K/yr
IT Escalation Management: * Owns, governs the IT Escalation Management Process, constantly evaluating how to optimize. * Serves as escalation point for technology risk events and deviations, ensuring ...
Head of Technology Risk Management
$164K - $266K/yr
IT Escalation Management: * Owns, governs the IT Escalation Management Process, constantly evaluating how to optimize. * Serves as escalation point for technology risk events and deviations, ensuring ...
We're looking for a Client Retention & Escalation Manager to join our dynamic team. This role is at ... Excellent time management and the ability to juggle multiple priorities without missing a beat
Quick apply
We're looking for a Client Retention & Escalation Manager to join our dynamic team. This role is at ... Excellent time management and the ability to juggle multiple priorities without missing a beat
Head of Technology Risk Management
Parsippany, NJ · On-site
$164K - $266K/yr
IT Escalation Management: * Owns, governs the IT Escalation Management Process, constantly evaluating how to optimize. * Serves as escalation point for technology risk events and deviations, ensuring ...
Head of Technology Risk Management
Parsippany, NJ · On-site
$164K - $266K/yr
IT Escalation Management: * Owns, governs the IT Escalation Management Process, constantly evaluating how to optimize. * Serves as escalation point for technology risk events and deviations, ensuring ...
Manager, Rapid Response & Incident Management Operations
Dayton, OH · On-site +1
$83K - $132K/yr
This role is responsible for overseeing centralized escalation and incident management processes to ensure timely, compliant, and high-quality resolution of member, provider, regulatory, and ...
Manager, Rapid Response & Incident Management Operations
Dayton, OH · On-site +1
$83K - $132K/yr
This role is responsible for overseeing centralized escalation and incident management processes to ensure timely, compliant, and high-quality resolution of member, provider, regulatory, and ...
We're looking for a Client Retention & Escalation Manager to join our dynamic team. This role is at ... Excellent time management and the ability to juggle multiple priorities without missing a beat
Quick apply
We're looking for a Client Retention & Escalation Manager to join our dynamic team. This role is at ... Excellent time management and the ability to juggle multiple priorities without missing a beat
Escalation Management information
See salary details
$16.83 - $23.95
22% of jobs
$25.02 is the 25th percentile. Wages below this are outliers.
$23.95 - $31.08
21% of jobs
$31.08 - $38.20
0% of jobs
The median wage is $41.76 / hr.
$38.20 - $45.32
15% of jobs
$45.32 - $52.45
6% of jobs
$52.45 - $59.57
4% of jobs
$64.11 is the 75th percentile. Wages above this are outliers.
$59.57 - $66.70
11% of jobs
$66.70 - $73.82
4% of jobs
$73.82 - $80.94
0% of jobs
$80.94 - $88.07
0% of jobs
$88.07 - $95.19
17% of jobs
$16
$52
$95
How much do escalation management jobs pay per hour?
As of Jun 9, 2026, the average hourly pay for escalation management in the United States is $52.65, according to ZipRecruiter salary data. Most workers in this role earn between $25.96 and $74.52 per hour, depending on experience, location, and employer.
What are the key skills and qualifications needed to thrive in the Escalation Management position, and why are they important?
To thrive in Escalation Management, a strong background in customer service, issue resolution, and analytical problem-solving is essential, often supported by experience in a relevant industry or technical field. Familiarity with CRM tools such as Salesforce or Zendesk, ticketing systems, and sometimes ITIL or similar certifications are commonly required. Exceptional communication, emotional intelligence, and conflict resolution skills help individuals excel in high-pressure situations. These abilities enable escalation managers to efficiently handle complex issues, maintain client satisfaction, and support overall organizational goals.
What is an Escalation Management job?
An Escalation Management job involves handling complex customer or internal issues that cannot be resolved through standard support channels. Escalation Managers assess the situation, coordinate with relevant teams, and implement solutions to resolve critical problems efficiently. They act as a bridge between customers, support teams, and upper management to ensure a smooth resolution process. Strong communication, problem-solving, and conflict-resolution skills are essential for this role.
What are the main challenges faced in an Escalation Management role, and how can I prepare for them?
One of the main challenges in Escalation Management is handling high-stress situations involving dissatisfied customers or urgent technical issues, often under tight deadlines. To prepare, it’s helpful to develop strong problem-solving abilities, practice clear and empathetic communication, and become comfortable working with cross-functional teams. You may frequently coordinate between technical staff, account managers, and clients to achieve timely resolutions. Familiarity with your company's products or services also goes a long way in effectively managing and resolving escalations. By proactively building these skills, you’ll be better equipped to handle the dynamic and fast-paced nature of this role.
More about Escalation Management jobs
What cities are hiring for Escalation Management jobs? Cities with the most Escalation Management job openings:
What are the most commonly searched types of Escalation Management jobs? The most popular types of Escalation Management jobs are:
What states have the most Escalation Management jobs? States with the most job openings for Escalation Management jobs include:
What job categories do people searching Escalation Management jobs look for? The top searched job categories for Escalation Management jobs are:
Part-time
Posted 3 days ago
Job description
Senior Help Desk & IT Support Specialist (Tier II / Tier III)
Job Summary
The Senior Help Desk & IT Support Specialist provides advanced Tier II and Tier III technical support for enterprise desktop, server, and messaging environments. This role serves as an escalation point for complex incidents, supports Active Directory and Microsoft 365 platforms, and ensures timely resolution of end-user issues in regulated and large-scale organizational settings. With extensive experience in help desk operations, escalation management, and documentation, this position plays a critical role in maintaining system reliability and user productivity.
Key Responsibilities
20+ years of experience providing enterprise-level IT support in large and regulated environments.
Job Summary
The Senior Help Desk & IT Support Specialist provides advanced Tier II and Tier III technical support for enterprise desktop, server, and messaging environments. This role serves as an escalation point for complex incidents, supports Active Directory and Microsoft 365 platforms, and ensures timely resolution of end-user issues in regulated and large-scale organizational settings. With extensive experience in help desk operations, escalation management, and documentation, this position plays a critical role in maintaining system reliability and user productivity.
Key Responsibilities
- Provide Tier II and Tier III technical support for end users across enterprise environments
- Serve as escalation lead for complex incidents and unresolved help desk tickets
- Troubleshoot and resolve hardware, software, OS, and connectivity issues
- Support Windows desktops, laptops, mobile devices, and server environments
- Administer Active Directory user accounts, groups, permissions, and access controls
- Support and maintain Microsoft 365 and Exchange environments
- Manage incident, request, and escalation workflows in accordance with SLAs
- Provide remote and on-site technical support as required
- Create and maintain technical documentation, knowledge base articles, and procedures
- Train and mentor junior help desk and IT support staff
- Assist with help desk operations and workflow management
- Support printers, peripherals, applications, and network connectivity
- Tier II / Tier III Help Desk & IT Support
- Windows Desktop & Windows Server support
- Active Directory administration
- Microsoft 365 & Exchange
- Incident & Escalation Management
- Hardware & Software Troubleshooting
- Remote Support Tools
- Documentation & Knowledge Management
- Bachelor's Degree - Information Systems Management
- Master's Degree - English Literature & Foreign Languages
- Microsoft Certified Professional (MCP)
- Microsoft Certified Systems Administrator (MCSA)
- Microsoft Certified Systems Engineer (MCSE)
- VMware Certified Professional (VCP 5.5)
- IBM Tivoli Storage Manager - Advanced Administration
- Red Hat Linux Administration
20+ years of experience providing enterprise-level IT support in large and regulated environments.
About Business Management Associates
Sourced by ZipRecruiter
Industry
Business management consulting
Company size
11 - 50 Employees
Headquarters location
Alexandria, VA, US
Year founded
2005