Escalations Manager Jobs in Silver Spring, MD (NOW HIRING)

Description

 Looking to take the next step in your IT career? 

Bring your technical expertise to a team that values your ability to solve complex problems, drive impactful solutions, and work with autonomy in a fast-paced MSP environment.

We are seeking a skilled and experienced Escalation Engineer to join our growing team. In this role, you will be responsible for the design, maintenance, and support of server operating systems, line-of-business applications, and cloud operations. You will take ownership of advanced troubleshooting, configuration, and support across both on-premises and cloud-based infrastructures (including Office 365 and Azure).

This role demands a deep understanding of server and messaging technologies, with responsibilities spanning requirements gathering, solution design, testing, implementation, and documentation. The ideal candidate is technically adept, solutions-oriented, and capable of working independently while upholding the high standards expected in an MSP team environment.

 At our core, we're an "All in" team. That means showing up for each other, for our clients, and doing the right thing even when no one's looking. We take pride in building a culture where ownership, collaboration, and integrity aren't just buzzwords-they're how we operate every day. You'll never feel like just a number here. Your voice matters and your efforts will always be recognized.

We also take care of our people. We offer strong benefits, including a high employer contribution to medical coverage, wellness programs to support your physical and mental health, and paid time off that encourages real work-life balance. On top of that, we actively support your professional development-whether it's through certification reimbursements, internal mentorship, or exposure to new technologies and tools that will help you grow your career.

If you thrive on making things happen and seeing results, this could be the opportunity for you.

More about the role:

• Provides technical expertise to support client systems and infrastructure.  
• Ability to independently upgrade/configure complex deployments and/or migration of legacy and modern Microsoft server products and platforms. 
• Plans and executes software upgrades and migration activity. Develop transition plans to bridge current and planned infrastructure and integration requirements, including pre and post migration test and validations. Support and maintain monitoring for these technologies.
• Assist in developing best practices/standards and disseminating amongst teams.
• Update and maintain detailed technical designs and documentation.
• Generates configurations from Low level requirements for complex environments; expected to generate standard project documentation including detailed test plans for complex networks.
• Works within cross-functional teams to resolve Tier 2 & 3 issues.
• Works with Application, Support and Training staff to develop best practices and training materials for support teams and end users.
• Manages, reports, and resolves escalated incidents from lower teams.
• Willingness to take ownership of issues until resolution.
• Commit to continuous education, certification, and self-improvement in technical disciplines related to our clients.
• Limited Travel required.
• Other duties as assigned.

Requirements

• Minimum of 5 years of hands-on experience in IT support desk role as well as designing, implementing and supporting Microsoft Server and Office 365 environments.
• Intermediate scripting and automation skillset (Powershell).
• Advanced knowledge of Windows Server. This includes Active Directory, DHCP and DNS. Hands-on experience with Windows Server deployment.  
• Various file sharing technologies
• Experience with various Line of Business Applications from a support and maintenance perspective. 
• Solid understand of DNS concepts. 
• Experience with Microsoft 365 Cloud suite. 
• Familiar with local networking technologies commonly found in business environments. 
• Hands-on experience with various Hypervisor technologies (Hyper-V/Vmware)
• Strong technical and troubleshooting skills required to manage the daily operations and project implementation in a fast-paced managed services support setting.
• Must be an effective communicator with strong attention to detail in order to perform daily checks, monitor vendor support and perform required maintenance to keep the client systems highly available, stable and always performing optimally.
• Must be able to work in a small team environment.
• Shares information and communicates clearly with team members to improve team effectiveness.

Desired Qualifications

• Expert understanding low level operating system functionality.
• Windows Server Operating Systems (Server 2016, 2019, 2022)
• Database administration 
• Various LOB Application licensing and troubleshooting experience  
• Advanced application performance and monitoring theories 
• Comfortable with REST APIs
• Previous MSP Experience 

The base pay range for this position is expected to be between $70,000 and $95,000 per year, plus an annual on-target bonus if applicable; not all roles are subject to a bonus. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.