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Escalations Manager Jobs in Virginia (NOW HIRING)

Dollar Tree

Manager - New Store Setup

Chesapeake, VA · On-site

$103K - $116K/yr

The Manager is accountable for team performance, workflow prioritization, cross-functional ... Serve as a primary escalation point for complex issues involving licensing authorities, utility ...

Dollartree

Manager - New Store Setup

Chesapeake, VA · On-site

$103K - $116K/yr

The Manager is accountable for team performance, workflow prioritization, cross-functional ... Serve as a primary escalation point for complex issues involving licensing authorities, utility ...

CACI

Deputy Service Center Manager

Reston, VA · On-site

$121K/yr

Assists in overseeing total management of the Service Center including Service Desk, Desktop Support, incident/service request management, ticket escalation, communications, notifications, and ...

CACI

Deputy Service Center Manager

Reston, VA

$121K/yr

Assists in overseeing total management of the Service Center including Service Desk, Desktop Support, incident/service request management, ticket escalation, communications, notifications, and ...

ISI

Customer Success Manager (Hybrid)

Herndon, VA · On-site

$85 - $100/hr

... escalation management, contractual alignment, and long-term customer confidence in ISI as an ongoing service partner. The CSM acts as a trusted advisor and internal quarterback for the customer ...

Oracle

Senior Manager, Security Engineering

Reston, VA · On-site

$119K - $163K/yr

Establishes protocols for security violation escalation, managing communication with senior leadership and stakeholders. Conducts compliance assessments and coaches employees providing compliance ...

ADP, Inc.

Manager/Senior Call Center Manager

Glen Allen, VA · On-site

$65 - $80/hr

Manager/Senior Call Center Manager Full Time Management Glen Allen, VA, US 2 days ago Requisition ... Serve as the senior escalation point for member, provider, client, and operational issues requiring ...

New

AVI-SPL, Inc.

Project Manager

Richmond, VA · On-site

$85 - $110/hr

Raise any issues to management at this time for escalation. * Manage and verify quality of work performed by internal and/or subcontracted resources. * Raise awareness immediately to management ...

AVI-SPL

Project Manager

Richmond, VA · On-site

Raise any issues to management at this time for escalation. * Manage and verify quality of work performed by internal and/or subcontracted resources. * Raise awareness immediately to management ...

AVI-SPL

Project Manager

Ashburn, VA · On-site

Raise any issues to management at this time for escalation. * Manage and verify quality of work performed by internal and/or subcontracted resources. * Raise awareness immediately to management ...

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All JobsEscalations JobsEscalations Manager JobsEscalations Manager Jobs in Virginia

Escalations Manager information

See Virginia salary details

$35.2K

$101.4K

$163.6K

How much do escalations manager jobs pay per year?

As of Sep 4, 2026, the average yearly pay for escalations manager in Virginia is $101,408.00, according to ZipRecruiter salary data. Most workers in this role earn between $75,300.00 and $127,900.00 per year, depending on experience, location, and employer.

What is an escalations manager?

Escalations Managers are professionals responsible for handling and resolving complex or high-priority customer issues that frontline support teams are unable to resolve. They coordinate between different departments, communicate directly with customers, and ensure that problems are addressed quickly and effectively. Their role also involves identifying recurring issues, recommending process improvements, and maintaining customer satisfaction by ensuring timely resolutions. Escalations Managers often work in industries like technology, telecommunications, or customer service, where managing customer relationships is critical.

How does an escalations manager typically collaborate with cross-functional teams to resolve complex customer issues?

As an Escalations Manager, you will regularly work with teams such as customer support, product development, engineering, and sales to address and resolve challenging customer concerns. This collaboration often involves facilitating meetings, collecting technical details, and ensuring all stakeholders are aligned on the resolution strategy. Effective communication and strong problem-solving skills are key, as you’ll need to coordinate resources and provide customers with timely updates. Building strong relationships with internal teams is essential to expedite solutions and prevent similar issues in the future.

What are the key skills and qualifications needed to thrive as an escalations manager, and why are they important?

To thrive as an Escalations Manager, you need expertise in problem-solving, conflict resolution, and customer service, typically backed by experience in support or operations management. Familiarity with CRM platforms like Salesforce, ticketing systems, and data analysis tools is often required, alongside certifications in ITIL or customer service management. Strong communication, emotional intelligence, and leadership skills help you defuse tense situations and guide teams effectively. These abilities are crucial for resolving high-impact issues quickly, maintaining customer satisfaction, and protecting the company’s reputation.

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

AspectEscalations ManagerCustomer Support Manager
ResponsibilitiesHandles complex customer issues, manages escalation processes, resolves high-priority complaintsOversees customer service teams, manages support operations, improves customer satisfaction
Required SkillsProblem-solving, conflict resolution, communication, technical knowledgeLeadership, communication, customer service skills, team management
Work EnvironmentFast-paced, problem-solving focused, often within customer service or technical support teamsTeam management, strategic planning, customer interaction
Common Industry UsageTechnology, telecommunications, SaaS companiesRetail, finance, technology, service industries

The Escalations Manager focuses on resolving complex and high-priority customer issues, often requiring technical expertise and problem-solving skills. In contrast, the Customer Support Manager oversees the entire support team, ensuring overall customer satisfaction and support efficiency. Both roles are vital in customer service but differ in scope and focus.

How to become an escalations manager?

To become an escalations manager, candidates typically need several years of experience in customer service, support, or operations roles, along with strong problem-solving and communication skills. A bachelor's degree in business, management, or a related field is often preferred, and familiarity with customer relationship management (CRM) tools can be beneficial. Developing leadership abilities and understanding company policies for handling complex issues are also important for advancement into this role.

What are popular job titles related to Escalations Manager jobs in Virginia?

For Escalations Manager jobs in Virginia, the most frequently searched job titles are:

What job categories do people searching Escalations Manager jobs in Virginia look for?

The top searched job categories for Escalations Manager jobs in Virginia are:

What cities in Virginia are hiring for Escalations Manager jobs?

Cities in Virginia with the most Escalations Manager job openings:

Escalations Manager jobs near you
Infographic showing various Escalations Manager job openings in Virginia as of August 2026, with employment types broken down into 80% Full Time, 19% Part Time, and 1% Contract. Highlights an 81% Physical, 2% Hybrid, and 17% Remote job distribution, with an average salary of $101,408 per year, or $48.8 per hour.

Tier 1 Agent / Knowledge Manager

ASM Research

Arlington, VA • On-site

Full-time

Re-posted 21 days ago

ASM Research rating

8.6

Company rating: 8.6 out of 10

Based on 14 frontline employees who took The Breakroom Quiz

33rd of 226 rated it services

Job description

Position Overview
The Tier I Agent / Knowledge Manager serves as a front-line technical support and service delivery resource, supporting inbound and outbound calls, email, web chat, and back-office functions while acting as the first escalation point for unresolved issues. This role combines hands-on end-user support with knowledge management, service level monitoring, process improvement, and reporting responsibilities to strengthen operational efficiency, customer satisfaction, and issue resolution quality.
Key Responsibilities
  • Provide Tier I support for end-user requests received through phone, email, web chat, ticketing systems, and back-office channels.
  • Troubleshoot and resolve basic computer, application, system, device, access, and performance issues using established processes, tools, and knowledge resources.
  • Serve as the first escalation point when standard troubleshooting efforts have been exhausted, ensuring timely handoff and coordination with appropriate support teams.
  • Document, track, and manage incidents, service requests, and resolutions in accordance with operational procedures and service level expectations.
  • Monitor issue trends, service metrics, and SLA performance; identify recurring problems and recommend process improvements or new procedures.
  • Communicate effectively with management regarding operational metrics, reporting, service trends, and improvement opportunities.
  • Advise users on steps to resolve issues and prevent recurrence, including providing clear follow-up documentation and guidance as needed.
  • Assist with routine user support activities such as password resets, user profile setup, software installs, and device or application upgrades as required.
  • Support a collaborative, customer-focused environment through mentoring, coaching, and coordination with peers and leadership.

Required Qualifications
  • Bachelor's degree preferred, or equivalent relevant experience.
  • 4-6 years of customer service, help desk, contact center, technical support, or related public-facing support experience.
  • Meet DoDM 8140 with a minimum of CompTIA Security+ certification required.
  • Demonstrated ability to troubleshoot and resolve basic technical issues across user accounts, applications, systems, and devices.
  • Strong written and verbal communication skills, with the ability to clearly explain technical guidance to end users and management.
  • Strong leadership, customer service, and interpersonal skills with the ability to organize work and support team effectiveness.
  • Advanced problem-solving skills, strong attention to detail, and the ability to maintain accuracy in a fast-paced environment.
  • Ability to remain calm, professional, and courteous during periods of high volume, escalations, or operational stress.
  • Ability to build and maintain effective working relationships with customers, team members, and leadership.
  • Knowledge of ITIL V4 foundation and ITSM fundamentals
  • Analytical backgrounds
  • Candidates must be US citizens with a current secret security clearance.

Preferred Qualifications
  • Experience in a help desk, service desk, call center, or technical support environment supporting multiple contact channels.
  • Experience maintaining knowledge bases, FAQs, standard operating procedures, or other user support documentation.
  • Familiarity with service level agreement monitoring, metrics reporting, and trend analysis.
  • Experience serving as an escalation point or informal team lead in a customer support or technical support setting.
  • Exposure to ticketing systems, knowledge management tools, and structured service delivery processes.
  • Experience in a federal, government contractor, or other highly regulated support environment.
  • ITSM and ITIL V4 Certs

Job Specific Skills
  • Tier I technical troubleshooting
  • Knowledge management and documentation
  • SLA monitoring and service metrics
  • Incident tracking and ticket management
  • Customer support operations
  • Escalation management
  • Multi-channel support delivery
  • Process improvement
  • Reporting and operational analysis
  • Team mentoring and coordination

Compensation Ranges
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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