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

Workday

Sr Customer Success Manager

Washington, DC · On-site

Escalation & Issue Resolution: Work directly with client PMs and executive leadership to prioritize ... Minimum of 5+ years' experience managing Large Enterprise Client Relationships within the Health ...

New

Sbdinc

Senior Manager, Site & OT Support

Towson, MD · Hybrid

Problem management and escalation coordination with external providers. * Ability to simplify and standardize complex concepts/processes for effective communication with both internal stakeholders ...

DSPolitical

Manager, Media Buying

Washington, DC · On-site

$64K - $68K/yr

This role serves as an escalation point for troubleshooting, mentors junior staff, and ensures ... Manage successful campaigns with measurement elements, including studies and advanced reporting.

DSPolitical

Manager, Media Buying

Washington, DC · On-site

This role serves as an escalation point for troubleshooting, mentors junior staff, and ensures ... Manage successful campaigns with measurement elements, including studies and advanced reporting.

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 ...

Workday

Sr Customer Success Manager

Washington, DC

Escalation & Issue Resolution: Work directly with client PMs and executive leadership to prioritize ... Minimum of 5+ years' experience managing Large Enterprise Client Relationships within the Health ...

JLL

Project Manager

Arlington, VA · On-site

... escalation management, and tracking production environment cutover planning and execution ... Maintain and actively manage the RAAIDD log (Risks, Assumptions, Actions, Issues, Dependencies, and ...

Core One

IT Manager

Sterling, VA · Hybrid

$94K - $115K/yr

Own the management and performance of third-party IT service providers, including service delivery oversight, escalation management, contract performance, and continuous improvement initiatives.

Five Stones Research

Program Manager

Falls Church, VA · On-site

$194K - $237K/yr

Oversees issue resolution, escalation management, and continuous improvement initiatives, ensuring timely and accurate response to incidents, problems, and change requests. * Monitors trends ...

Core One

IT Manager

Sterling, VA · On-site

$94K - $115K/yr

Own the management and performance of third-party IT service providers, including service delivery oversight, escalation management, contract performance, and continuous improvement initiatives.

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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 17, 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 Program Manager

ASM Research

Arlington, VA • On-site

Full-time

Re-posted 3 days ago

ASM Research rating

8.6

Company rating: 8.6 out of 10

Based on 14 frontline employees who took The Breakroom Quiz

32nd of 224 rated it services

Job description

The Service Desk Program Manager is responsible for the day-to-day execution and operational leadership of a basic technical project within program and customer guidelines. This role oversees service delivery performance, supports profit and loss accountability and organic growth objectives, leads small project teams, and ensures high levels of client satisfaction through efficient customer support operations.
Key Responsibilities
  • Lead the day-to-day execution of contract tasks for a basic technical project, ensuring performance aligns with program objectives, customer expectations, schedule, and budget.
  • Provide administrative and operational leadership for the project within guidance established by the Program Manager and customer.
  • Oversee service delivery operations, including support processes, escalation management, workflow execution, and end-user satisfaction.
  • Manage technical customer support policies, objectives, and initiatives to improve efficiency, consistency, and service quality.
  • Monitor service metrics, workload volumes, and customer feedback to recommend and implement process improvements, workflow changes, and resource adjustments.
  • Coordinate across functional teams to support service continuity, operational readiness, and future product or release activities.
  • Resolve escalated operational issues requiring cross-department collaboration and sound judgment.
  • Support resource planning, staffing coordination, and team organization to meet service delivery commitments.
  • Mentor team leads, supervisors, or junior staff as assigned, fostering accountability, performance, and customer-focused delivery.
  • Contribute to business growth objectives through strong client relationship management and effective delivery execution.

Required Qualifications
  • Bachelor's degree in Information Technology, Cyber Security, Business, Engineering, Management, or a related field, or equivalent relevant experience.
  • An Associate degree with 5 years of relevant experience may be substituted for the bachelor's degree requirement.
  • 4-6 years of relevant experience in technical project execution, service delivery, customer support operations, or a related environment.
  • Meet DoDM 8140 with a minimum of CompTIA Security+ certification required.
  • Experience in service desk management with 3+ years of management or team leadership experience.
  • Demonstrated ability to lead day-to-day project activities, coordinate across teams, and manage competing priorities in a client-facing environment.
  • Strong verbal and written communication skills with the ability to work effectively with technical and non-technical stakeholders.
  • US citizenship required.
  • Ability to obtain and maintain a Secret security clearance.

Preferred Qualifications
  • Progress toward PMP or CAPM certification.
  • Experience supporting service desk, help desk, or technical support operations in a federal or highly regulated environment.
  • Familiarity with service delivery metrics, workforce planning, and process improvement initiatives.
  • Experience resolving escalated operational issues and coordinating corrective actions across departments.
  • Understanding of project management practices, customer support models, and service quality management.

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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