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Escalation Manager Jobs in Washington (NOW HIRING)

Strativia

Helpdesk Manager

Washington, DC · On-site

Manage ticket escalations, after-hours support, and contingency procedures. * Monitor customer satisfaction and implement improvements when needed. * Track service metrics, KPIs, SLAs, and quality ...

Strativia

Helpdesk Manager

Washington, DC · On-site

Manage ticket escalations, after-hours support, and contingency procedures. * Monitor customer satisfaction and implement improvements when needed. * Track service metrics, KPIs, SLAs, and quality ...

F.H. Furr

Operations Manager

Manassas, VA · On-site

$70K - $100K/yr

The Supervisor will provide coaching, performance management, workforce oversight, and escalation support while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations ...

F.H. Furr

Operations Manager

Manassas, VA · On-site

$70K/yr

The Supervisor will provide coaching, performance management, workforce oversight, and escalation support while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations ...

F.H. Furr

Operations Manager

Manassas, VA · On-site

$70K - $100K/yr

The Supervisor will provide coaching, performance management, workforce oversight, and escalation support while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations ...

Motorola

Technical Service Manager

Washington, DC · On-site +1

$90K - $105K/yr

This role centers on driving high-efficiency escalation management, operational speed, and service delivery across complex public safety environments. Combining deep technical authority with project ...

F.H. Furr

Call Center Manager (On-Site)

Manassas, VA · On-site

$100K/yr

The Supervisor will provide coaching, performance management, workforce oversight, and escalation support while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations ...

F.H. Furr

Call Center Manager (On-Site)

Manassas, VA · On-site

$70K - $100K/yr

The Supervisor will provide coaching, performance management, workforce oversight, and escalation support while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations ...

F.H. Furr

Call Center Manager (On-Site)

Manassas, VA · On-site

$70K - $100K/yr

The Supervisor will provide coaching, performance management, workforce oversight, and escalation support while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations ...

GDIT

Client Services Manager

Washington, DC · On-site

The Manager oversees daily operations, service performance, escalation management, and customer satisfaction across all client-facing support channels. This position is on site in Washington, DC. Key ...

Stanley Martin Homes

Help Desk Manager

Reston, VA · On-site

Serve as an escalation point for high-impact or sensitive support issues Process, Documentation, and Knowledge Management * Establish and enforce support processes, procedures, and quality standards

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Escalation Manager information

See Washington salary details

$27.7K

$67.4K

$131.4K

How much do escalation manager jobs pay per year?

As of Sep 7, 2026, the average yearly pay for escalation manager in Washington is $67,418.00, according to ZipRecruiter salary data. Most workers in this role earn between $47,600.00 and $77,600.00 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 Washington?

The most popular types of Escalation jobs in Washington are:

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

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

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

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

What cities in Washington are hiring for Escalation Manager jobs?

Cities in Washington with the most Escalation Manager job openings:

Escalation Manager jobs near you
Infographic showing various Escalation Manager job openings in Washington as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $67,418 per year, or $32.4 per hour.

Escalation Specialist

International Computer Sciences Inc

Annapolis, MD • On-site

$70K/yr

Full-time

Re-posted 16 days ago

Job description

Job Title: Escalation Specialist
Full time – In Office - Annapolis, MD 

About us: ICSI is a leading Managed Service Provider (MSP) dedicated to delivering top-notch IT solutions to our clients. We pride ourselves on our commitment to excellence and our ability to solve complex IT challenges. Our team includes experts from ICSI, a leader in managed IT services, known for increasing IT and security maturity levels.
Job Description: Are you a tech enthusiast with a knack for solving intricate IT issues? Join our dynamic team as an IT Escalation Specialist! In this role, you'll be the go-to expert for resolving advanced technical problems, ensuring our clients receive top-tier support and satisfaction. You'll work closely with a talented team of IT professionals, continuously learning and growing in a collaborative environment.
Key Responsibilities:

  • Tackle and resolve escalated IT support tickets from Tier 1 and Tier 2 teams with precision and expertise.
  • Provide advanced troubleshooting for hardware, software, and network issues, ensuring minimal downtime for our clients.
  • Collaborate with a passionate team of IT professionals to diagnose and solve complex technical problems.
  • Maintain detailed documentation of support activities in our ticketing system.
  • Communicate effectively with clients to understand their needs and deliver timely, effective solutions.
  • Stay ahead of the curve by keeping up to date with the latest industry trends and technologies.
 
Qualifications:
  • Proven experience in an IT support role, preferably within an MSP environment.
  • Strong knowledge of Windows and Mac operating systems, networking, and common software applications.
  • Windows Server (2012 and higher) / Active Directory. Windows 10 and 11. Office 365 / Microsoft 365 / Entra ID. Datto, Veeam Backup. SonicWall, Cisco Meraki. Sentinel One, Webroot, Barracuda, Avanan. Intune/MDM.
  • Excellent problem-solving and analytical skills.
  • Ability to work independently and as part of a team.
  • Strong communication and customer service skills.
  • Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.
  • ConnectWise experience is a plus.