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

Catalyte Inc

Account Manager

Baltimore, MD · On-site

Serve as a primary point of contact and escalation point for all information and communication on ... Manage client success metrics and expectations, monitor and measure customer satisfaction, and ...

Aerotek

Marketing Specialist

Hanover, MD · On-site

  • Medical

  • Dental

  • Life

  • PTO

Collaborate with Program Manager, Digital Advertising to support escalated field talent marketing requests. * Provide hiring event support including event banner coordination with field partners and ...

Aerotek

Marketing Specialist

Hanover, MD · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Collaborate with Program Manager, Digital Advertising to support escalated field talent marketing requests. * Provide hiring event support including event banner coordination with field partners and ...

Oracle

Senior Manager, Security Engineering

Reston, VA · On-site

$119K - $163K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

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

Valcourt

Fleet Manager (72899)

Lanham, MD · On-site

Escalation management * Contract compliance * Continuous improvement Maintenance & Asset Management Oversee: * Preventive maintenance programs * Repair approvals * Warranty recovery * Maintenance ...

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All JobsEscalations JobsEscalations Manager JobsEscalations Manager Jobs in Silver Spring, MD

Escalations Manager information

See Silver Spring, MD salary details

$36.7K

$105.7K

$170.6K

How much do escalations manager jobs pay per year?

As of Aug 18, 2026, the average yearly pay for escalations manager in Silver Spring, MD is $105,741.00, according to ZipRecruiter salary data. Most workers in this role earn between $78,600.00 and $133,400.00 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 Silver Spring, MD?

For Escalations Manager jobs in Silver Spring, MD, the most frequently searched job titles are:

What job categories do people searching Escalations Manager jobs in Silver Spring, MD look for?

The top searched job categories for Escalations Manager jobs in Silver Spring, MD are:

What cities near Silver Spring, MD are hiring for Escalations Manager jobs?

Cities near Silver Spring, MD with the most Escalations Manager job openings:

Escalations Manager jobs near you
Infographic showing various Escalations Manager job openings in Silver Spring, MD as of August 2026, with employment types broken down into 90% Full Time, 9% Part Time, and 1% Contract. Highlights an 81% Physical, 2% Hybrid, and 17% Remote job distribution, with an average salary of $105,741 per year, or $50.8 per hour.

Service Desk Functional Manager

Resource Consultings Services Inc

Rockville, MD • On-site

Contractor

Re-posted 10 days ago

Job description

Role: Service Desk/Contact Center Functional Manager

Location: Rockville, MD (Hybrid 2 days/week)

Duration: 6+ month with possible extension


Position Summary
The Service Desk Functional Manager is responsible for leading the day-to-day operations of a  high-volume enterprise service desk supporting a diverse user community across multiple  business-critical applications and services. This role oversees customer support operations,  including phone and email intake, ticket triage, issue resolution, escalation management,  customer communications, queue management, and operational performance monitoring. The Service Desk Functional Manager ensures the service desk consistently delivers exceptional  customer service while meeting contractual service levels, performance metrics, and operational  objectives. The position supports an environment processing more than 120,000 annual tickets  and contacts, maintains extended business-hour operations, supports designated weekend  coverage during peak periods, and manages operational readiness for recurring surge events. This individual serves as the primary operational leader for service desk staff, ensuring efficient  service delivery, knowledge management, workforce coordination, and continuous improvement  initiatives.

Key Responsibilities
• Lead daily service desk operations, including phone, email, and ticket-based support  channels.
• Manage Tier I and Tier II support teams responsible for incident, request, and case  management activities.
• Oversee ticket intake, prioritization, assignment, escalation, tracking, and resolution  processes.
• Monitor service desk queues, workloads, staffing levels, and operational performance  metrics.
• Ensure compliance with service level agreements (SLAs), operational procedures, and  quality standards.
• Develop, maintain, and enforce standard operating procedures (SOPs), escalation paths,  and support processes.
• Drive improvements in first-contact resolution, customer satisfaction, ticket aging  reduction, and repeat-contact prevention.
• Coordinate with application support teams, technical teams, and business stakeholders to  resolve complex issues.
• Lead workforce planning and surge readiness activities to support periods of increased  demand.
• Oversee knowledge management activities, including knowledge article creation,  maintenance, and utilization.
• Produce operational reports, dashboards, and performance analyses to support  management decision-making.
• Identify process improvement opportunities and implement service delivery  enhancements.

Required Qualifications
• Bachelor's degree in Information Technology, Business Administration, Healthcare  Administration, or a related field. Equivalent experience may be considered.
• Minimum 5–8 years of experience managing enterprise service desk, help desk, or  contact center operations.
• Demonstrated experience leading Tier I and Tier II support teams in a high-volume  customer support environment.
• Experience managing environments processing 120,000+ annual tickets, cases, or  customer contacts.
• Strong knowledge of incident management, service request management, escalation  procedures, and customer support best practices.
• Experience managing service desk operations utilizing ticketing platforms, call center  technologies, and workforce management tools.
• Proven experience with queue management, SLA monitoring, ticket aging management,  and operational reporting.
• Strong leadership, communication, coaching, and team development skills.
• Ability to manage multiple priorities in a fast-paced operational environment.

Preferred Qualifications
• Experience supporting healthcare, health insurance, government, or highly regulated  industries.
• Experience supporting large-scale enrolment, customer service, or seasonal surge  operations.
• Familiarity with customer support environments serving external customers, business  partners, and stakeholders.
• Experience working with enterprise application support organizations.
• Knowledge of IT Service Management (ITSM) frameworks and service delivery best  practices.

Technical Skills
• ServiceNow Incident, Request, Case, and Knowledge Management
• Assignment Groups and Queue Management
• SLA Monitoring and Compliance Reporting
• Knowledge Base Administration (KBAs)
• Operational Metrics and Dashboard Reporting
• NICE CXone Contact Center Platform
• Automatic Call Distribution (ACD)
• Interactive Voice Response (IVR)
• Call Routing and Queue Monitoring
• Workforce Management and Scheduling
• Reporting and Analytics Platforms (including Tableau or similar tools)

Certifications
One or more of the following certifications are preferred:
• ITIL® 4 Foundation
• HDI Support Center Manager (HDI-SCM)
• HDI Support Center Team Lead (HDI-SCTL)
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (preferred)
• Equivalent Service Management or Contact Center Certification

Knowledge, Skills, and Abilities
• Service Desk and Help Desk Operations Management
• Contact Center Operations
• Customer Service Excellence
• Workforce Planning and Surge Management
• Incident and Escalation Management
• Process Improvement and Continuous Service Improvement
• Performance Metrics and Operational Reporting
• Stakeholder Relationship Management
• Team Leadership and Staff Development
• Problem Solving and Decision Making

The ideal candidate is a hands-on operational leader with a strong background in enterprise  service desk and contact center management, capable of delivering high-quality customer  support services in a fast-paced, metrics-driven environment