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Escalations Manager Jobs in Riverside, CA (NOW HIRING)

Meriplex Communications

Lead Managed Services

Irvine, CA · On-site

$80K - $100K/yr

Previous experience as a technical lead, service delivery lead, incident manager, or escalation manager. * Strong understanding of ITIL principles, particularly Incident, Problem, and Change ...

Staff Boom

Insurance Operations Supervisor

Anaheim, CA · On-site

Escalation Management · Serve as the first leadership escalation point for partner concerns or service delivery issues. · Work with internal operations teams to resolve issues impacting partner ...

STM Consulting, Inc.

SAP Program Manager

Corona, CA · On-site

Escalation management: Managing escalations and customer communications Reporting: Ensuring weekly status reports and conducting internal governance meetings. Adherence to internal quality (Delivery ...

Onsite Computing

Service Desk Manager

Corona, CA · On-site

Act as the primary escalation point for complex issues, coordinating resolution efforts across ... Manage client expectations across all communication channels (phone, email, remote support, and ...

Onsite Computing, Inc

Service Desk Manager

Corona, CA · On-site

$85K - $105K/yr

Act as the primary escalation point for complex issues, coordinating resolution efforts across ... Manage client expectations across all communication channels (phone, email, remote support, and ...

Shield

IT Support Supervisor

Anaheim, CA · On-site +1

$80K - $90K/yr

Assists Manager with Level I/II onboarding and skills development as needed. The IT Escalation Supervisor may need to work directly with clients when necessary to ensure customer satisfaction. This ...

Ingrammicro

Sr IT Vendor Manager

Irvine, CA · On-site

$116K - $197K/yr

The role establishes vendor strategy and governance, oversees contracts and commercials, manages vendor performance, escalations, risks & compliance and enables strong cross-functional collaboration.

Ingram Micro

Sr IT Vendor Manager

Irvine, CA · On-site

$116K - $197K/yr

The role establishes vendor strategy and governance, oversees contracts and commercials, manages vendor performance, escalations, risks & compliance and enables strong cross-functional collaboration.

Esri

Customer Service Team Lead

Redlands, CA

Escalation Management Handle complex or escalated customer issues with professionalism and efficiency. Serve as the escalation point for critical matters * Cross-Functional Collaboration Partner with ...

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All JobsEscalations JobsEscalations Manager JobsEscalations Manager Jobs in Riverside, CA

Escalations Manager information

See Riverside, CA salary details

$37K

$106.7K

$172.1K

How much do escalations manager jobs pay per year?

As of Jul 18, 2026, the average yearly pay for escalations manager in Riverside, CA is $106,711.00, according to ZipRecruiter salary data. Most workers in this role earn between $79,300.00 and $134,600.00 per year, depending on experience, location, and employer.

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 are Escalations Managers?

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.

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.

What are popular job titles related to Escalations Manager jobs in Riverside, CA? For Escalations Manager jobs in Riverside, CA, the most frequently searched job titles are:
What job categories do people searching Escalations Manager jobs in Riverside, CA look for? The top searched job categories for Escalations Manager jobs in Riverside, CA are:
What cities near Riverside, CA are hiring for Escalations Manager jobs? Cities near Riverside, CA with the most Escalations Manager job openings:
Escalations Manager jobs near you
Infographic showing various Escalations Manager job openings in Riverside, CA as of July 2026, with employment types broken down into 90% Full Time, 6% Part Time, 1% Temporary, 2% Contract, and 1% Summer. Highlights an 85% Physical, 4% Hybrid, and 11% Remote job distribution, with an average salary of $106,711 per year, or $51.3 per hour.
Lead Managed Services

Lead Managed Services

Meriplex Communications

Irvine, CA • On-site

$80K - $100K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 8 days ago

Job description

The Lead, Managed Services serves as the operational and technical leader for the TAC team, ensuring the effective management of escalations, incidents, and service delivery outcomes. This role provides day-to-day coordination, and oversight of technical resources to drive timely resolution of customer issues, maintain SLA performance, and deliver exceptional client experiences.
The Lead collaborates closely with TAC management, shared services teams, and customer stakeholders to manage high-impact incidents, remove delivery obstacles, improve operational processes, and develop team capabilities. While this role maintains a strong technical background and serves as a senior resource, its primary responsibility is ensuring the right resources are engaged, incidents are effectively managed, and customer commitments are met.
The ideal candidate possesses strong technical knowledge, exceptional incident management skills, operational leadership experience, and a passion for developing technical teams while driving service excellence.
Job Responsibilities:
Technical Leadership & Escalation Management
  • Own the coordination and management of complex technical escalations and critical customer incidents.
  • Serve as the primary point of accountability for escalated issues, ensuring appropriate technical resources are engaged and resolution efforts remain on track.
  • Lead incident response activities during service disruptions, coordinating cross-functional teams and maintaining stakeholder communication.
  • Drive root cause analysis and post-incident reviews to identify corrective and preventive actions.
  • Provide technical guidance and oversight to teams working through complex customer issues.
  • Review escalation trends and identify opportunities to improve service delivery and reduce recurring incidents.
  • Act as a senior technical advisor for TAC-supported services and customer environments.

Team Development & Mentorship
  • Provide guidance, coaching, and leadership to TAC team members.
  • Assist with onboarding, training, and development of technical staff.
  • Identify skill gaps and collaborate with management on development plans.
  • Promote adherence to technical standards, operational procedures, and service management best practices.
  • Support certification and professional development initiatives across the team.

Service Delivery & Operational Excellence
  • Monitor and drive SLA performance across assigned customers and service teams.
  • Oversee ticket escalation workflows, workload balancing, and incident prioritization to ensure service commitments are achieved.
  • Partner with TAC management to maintain high levels of customer satisfaction and operational performance.
  • Proactively identify risks to service delivery and coordinate remediation efforts.
  • Participate in customer operational reviews, service reviews, and technical discussions as needed.
  • Ensure customer-impacting incidents are effectively communicated, documented, and managed through resolution.
  • Recommend operational improvements that enhance service quality, efficiency, and customer experience.

Documentation & Process Improvement
  • Ensure accurate documentation of customer environments, incidents, root cause analyses, and operational procedures.
  • Develop and improve incident management processes, escalation procedures, and knowledge management practices.
  • Identify recurring service issues and coordinate initiatives to reduce operational risk.
  • Participate in operational reviews and continuous improvement programs.

Cross-Functional Collaboration
  • Work closely with Service Desk, NOC, SOC, Professional Services, and Account Management teams to support customer success.
  • Coordinate cross-functional resources during major incidents, escalations, and service-impacting events.
  • Facilitate effective communication between technical teams, leadership, and customers.
  • Support service transition, onboarding, and implementation activities for new customer environments and services.

Required Qualifications:
  • 5+ years of progressive IT support, technical operations, or managed services experience.
  • 2+ years of experience leading technical teams, managing escalations, or coordinating incident response activities.
  • Strong understanding of incident management, escalation management, and service delivery practices.
  • Demonstrated ability to lead complex technical issues through resolution using cross-functional teams.
  • Strong technical knowledge across multiple technology platforms and infrastructure domains.
  • Excellent customer service, communication, and stakeholder management skills.
  • Strong organizational, analytical, and decision-making abilities.
  • Ability to prioritize multiple competing priorities in a fast-paced environment.
  • Ability to lead technical discussions and influence outcomes without direct authority.

Desired Qualifications:
  • Experience in a Managed Service Provider (MSP) environment.
  • Previous experience as a technical lead, service delivery lead, incident manager, or escalation manager.
  • Strong understanding of ITIL principles, particularly Incident, Problem, and Change Management.
  • Experience with ticketing systems, monitoring platforms, and remote management tools.
  • Knowledge of networking, cloud platforms, cybersecurity, Microsoft technologies, and enterprise infrastructure.
  • Experience presenting technical issues and service impacts to customers and executive stakeholders.

Education:
Bachelor's degree in Computer Science, Information Technology, or a related field preferred, or equivalent combination of education and work experience.
Desired Certifications:
  • ITIL Foundation
  • Microsoft Certifications
  • Cisco Certifications
  • CompTIA Network+, Security+, or equivalent industry certifications

Benefits & Compensation
Meriplex employees receive a full benefits package including medical, dental, vision, disability, group term life insurance, 401K, plus PTO, holiday pay, as well as referral bonuses.
Current Pay Range: $80,000-$100,000
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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