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Escalation Manager Jobs in Iowa (NOW HIRING)

TEKsystems

Escalations Specialist

West Des Moines, IA · Hybrid

$25/hr

... escalation calls Researching complaints, gathering missing information, and working with internal teams ️ Managing approximately 5 to 10 active complaints at a time Documenting, tracking, and ...

TEKsystems

Escalations Specialist

West Des Moines, IA

$25/hr

... escalation calls per day) Ability to communicate effectively through writing and emails. Ability to follow Policy + Procedures to execute tasks repetitively. Pipeline and time management - work on ...

Info Way Solutions

IT Service Desk Lead

Des Moines, IA · On-site

Manage incident, request, problem, and major incident processes in accordance with ITIL practices. * Act as the primary escalation point for critical and high-priority incidents. * Ensure timely ...

Info Way Solutions

IT Service Desk Lead

Des Moines, IA · On-site

Manage incident, request, problem, and major incident processes in accordance with ITIL practices. * Act as the primary escalation point for critical and high-priority incidents. * Ensure timely ...

Pella Corporation

HR Services Supervisor

Pella, IA · Hybrid

Act as a working manager, handling HR case inquiries and serving as an escalation point for complex issues. * Develop communication and training materials to ensure timely, consistent, and accurate ...

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Escalation Manager information

See Iowa salary details

$23K

$55.9K

$109K

How much do escalation manager jobs pay per year?

As of Aug 23, 2026, the average yearly pay for escalation manager in Iowa is $55,910.00, according to ZipRecruiter salary data. Most workers in this role earn between $39,400.00 and $64,300.00 per year, depending on experience, location, and employer.

What does an escalation manager do?

An Escalation Manager is responsible for handling and resolving complex customer issues that cannot be solved through standard support processes. They act as the main point of contact for escalated problems, coordinating with various teams to find solutions quickly and efficiently. Escalation Managers analyze the root causes of recurring issues, implement process improvements, and ensure customer satisfaction by providing timely updates and resolutions. This role requires strong problem-solving skills, communication abilities, and experience in customer service or technical support environments.

What skills and qualifications are needed to be an escalation manager?

To thrive as an Escalation Manager, you need expertise in problem-solving, conflict resolution, and customer service, often supported by experience in technical support or operations management. Familiarity with CRM platforms (like Salesforce), ticketing systems, and possibly ITIL certification is highly beneficial. Exceptional communication, emotional intelligence, and the ability to remain calm under pressure are standout soft skills for this role. These skills ensure escalated issues are resolved efficiently, maintaining customer satisfaction and protecting the company’s reputation.

How does an escalation manager collaborate with technical support and product teams to resolve complex customer issues?

An Escalation Manager works closely with both technical support and product teams to ensure that high-priority customer issues are addressed promptly and effectively. They serve as a central point of contact, coordinating between departments to gather necessary information, prioritize tasks, and communicate updates. By facilitating clear communication and aligning resources, Escalation Managers help prevent delays and ensure that solutions are technically sound and meet customer expectations. This collaborative approach not only resolves issues faster but also helps identify and address root causes to prevent future problems.

What is the difference between Escalation Manager vs Customer Support Manager?

AspectEscalation ManagerCustomer Support Manager
CredentialsTypically requires experience in customer service, conflict resolution, and industry-specific knowledgeRequires customer service experience, leadership skills, and often a relevant degree
Work EnvironmentHandles high-priority issues, often in a fast-paced support or technical environmentOversees support teams, manages customer satisfaction, and improves support processes
Industry UsageCommon in tech, telecom, and service industries where issue escalation is frequentWidely used across retail, tech, and service sectors to manage support teams

The main difference is that an Escalation Manager focuses on resolving complex or urgent customer issues, often involving technical or high-stakes problems, while a Customer Support Manager oversees the overall support team and customer satisfaction. Both roles require strong communication skills and industry knowledge but differ in scope and focus.

What is the role of an escalation manager?

An escalation manager is responsible for handling and resolving complex or high-priority customer issues that cannot be addressed by frontline support teams. They coordinate with various departments, analyze root causes, and implement solutions to ensure customer satisfaction and prevent future escalations. Strong communication, problem-solving skills, and familiarity with customer support tools are essential for this role.

What are the most commonly searched types of Escalation jobs in Iowa?

The most popular types of Escalation jobs in Iowa are:

What are popular job titles related to Escalation Manager jobs in Iowa?

For Escalation Manager jobs in Iowa, the most frequently searched job titles are:

What job categories do people searching Escalation Manager jobs in Iowa look for?

The top searched job categories for Escalation Manager jobs in Iowa are:

What cities in Iowa are hiring for Escalation Manager jobs?

Cities in Iowa with the most Escalation Manager job openings:

Escalation Manager jobs near you
Infographic showing various Escalation Manager job openings in Iowa as of August 2026, with employment types broken down into 1% As Needed, 85% Full Time, 13% Part Time, and 1% Contract. Highlights an 81% Physical, 2% Hybrid, and 17% Remote job distribution, with an average salary of $55,910 per year, or $26.9 per hour.

It Service Desk Queue Manager

Global Sumi Technologies Inc

Des Moines, IA • On-site

Other

This job post has expired 2 days ago. Applications are no longer accepted.

Job description

Job Description: IT Service Desk Queue Manager (ServiceDesk Plus ITSM)

Location – Des Moines, IA /Hybrid

Experience Level

Senior Associate / Manager Level
Experience: 5-8+ Years in ITSM and Service Desk Operations

This JD is suitable for managed services environments supporting large enterprise or public-sector clients and aligns well with ITIL-based ServiceDesk Plus operations.

 

Key Responsibilities

Queue Management & Ticket Governance

  • Monitor and manage Incident, Service Request, and Task queues within ServiceDesk Plus ITSM.
  • Ensure tickets are categorized, prioritized, assigned, and routed correctly.
  • Maintain queue health by proactively identifying backlog, aging tickets, and SLA risks.
  • Drive daily ticket reviews to ensure timely progression and resolution.
  • Balance workload across Service Desk analysts and support teams.
  • Ensure all tickets contain accurate documentation, updates, and closure details.

SLA & Operational Performance

  • Monitor SLA compliance and take proactive actions to prevent breaches.
  • Track key service desk metrics including:
    • First Contact Resolution (FCR)/Mean Time to Respond (MTTR)/Mean Time to Resolve/Resolution SLA Attainment
    • Ticket Aging/Reopen Rates/Backlog Volumes
  • Prepare daily, weekly, and monthly operational dashboards and reports.
  • Conduct trend analysis and identify recurring service issues.

Escalation Management

  • Act as the primary escalation point for queue-related issues.
  • Coordinate with Level 2, Level 3, Infrastructure, Network, Security, Application, and Vendor teams.
  • Expedite resolution of P1/P2 incidents and business-critical requests.
  • Drive effective stakeholder communication during major incidents.
  • Ensure escalations follow established ITIL and organizational procedures.

ServiceDesk Plus Administration

  • Maintain queue configurations, business rules, assignment groups, categories, templates, and notifications.
  • Support workflow improvements and automation initiatives within ServiceDesk Plus.
  • Collaborate with ITSM administrators to optimize routing, SLA policies, and reporting.
  • Monitor queue performance using ServiceDesk Plus dashboards and analytics.

Technical Skills

  • ManageEngine ServiceDesk Plus ITSM
  • ITIL Framework
  • Incident Management
  • Service Request Management
  • SLA Management
  • Problem Management
  • Knowledge Management
  • Dashboard & Reporting
  • Service Desk Analytics
  • Excel / Power BI Reporting
  • Escalation Management
  • Workflow Automation

Preferred Certifications

  • ITIL v4 Foundation or higher
  • Manage Egine ServiceDesk Plus Certification
  • HDI Service Desk Manager
  • Lean Six Sigma (Preferred)

Apply