Overnight Escalation Management Jobs (NOW HIRING)

Job Type

Full Time

Location

Primarily Remote Overnight Shift with Flexibility for Hybrid-Naperville, IL

Department

Service Desk

Reports to

Contact Center Manager in Naperville, IL

Schedule

Overnight Shift: 10:00 PM - 6:00 AM CST (with flexibility for business needs and weekend availability required) primary shifts would be overnight but the flexibility to help cover a day time/weekend shift if ever needed would be a requirement with the proper amount of notice.

Position Summary

We are seeking an experienced Junior Contact Center Team Lead to supervise overnight operations and personnel to create maximum efficiency and cost-effectiveness. The ideal candidate for the Junior Contact Center Team Lead is organized, dependable and is a purposeful professional with impeccable time management skills.

This role supports dual contact center operations: retail customer support for store associates experiencing procedural or operational difficulties using proprietary IT applications, and MSP (Managed Services Provider) technical support for multiple client environments requiring incident management, escalation coordination, and SLA compliance monitoring.

The overnight Team Lead must be adept at managing after-hours and weekend support operations, coordinating with minimal direct supervision, and serving as the primary point of escalation during off-peak hours. They must be familiar with retail standard operating procedures and assist in the training of store associates, as well as oversee MSP service delivery across diverse client environments during critical overnight windows.

As our Junior Contact Center Team Lead, you must also have excellent customer service and communication skills. They must set the standard for customer service and ensure all analysts are striving toward improving service and customer support. They should achieve this by developing, implementing, and maintaining effective internal and external Quality Assurance (QA) programs which foster continuous improvement and exceed Service Level Agreement (SLA) performance. They will work closely with internal IT and client technical teams to maximize all call center systems and ensure seamless 24/7 operations.

Job Requirements

Hours:

Overnight Shift: 10:00 PM - 6:00 AM CST with weekend availability required. Schedule is subject to change based on business needs.

• Supervise and support overnight contact center staff across both retail and MSP service lines, providing real-time coaching and performance feedback.
• Serve as primary overnight escalation point for complex technical and customer service issues that cannot be resolved by frontline analysts.
• Addressing and resolving complex issues escalated by call center representatives during overnight hours, coordinating with on-call technical resources as needed.
• Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Collaborate with IT support staff and client technical teams to minimize operational impact of technical issues, particularly during overnight maintenance windows.
• Manage multi-tenant MSP operations including client-specific SLA monitoring, overnight escalation procedures, and performance reporting across multiple service contracts.
• Oversee tier 1/tier 2 technical support delivery for MSP clients during overnight hours, including incident management, problem resolution tracking, and knowledge base maintenance.
• Coordinate with client IT teams and internal technical resources to resolve complex technical issues requiring escalation beyond contact center scope, particularly for after-hours emergency situations.
• Ensure compliance with MSP client-specific procedures, security protocols, and documentation requirements during all overnight operations.
• Monitor and report on key MSP metrics including First Call Resolution (FCR), Average Handle Time (AHT), SLA adherence, and CSAT scores across multiple client accounts, with special attention to overnight performance trends.
• Maintain up-to-date listings of call center staffing rosters, overnight queue assignments, and escalation contacts to meet all reporting requirements.
• Delegate tasks and set deadlines for analysts during overnight shift operations.
• Ensure analysts comply with company rules and procedures, including proper documentation of overnight incidents and handoff protocols.
• Listen to team members' feedback and resolve any issues or conflicts that arise during the overnight shift.
• Maintain and improve call center operations by monitoring system performance during overnight hours; identifying and resolving problems; preparing and completing action plans; coordinating handoffs to day-shift leadership.
• Coordinate with Professional Services and Technical Account Managers to ensure seamless handoffs of critical overnight issues and maintain clear client communication.
• Prepare daily shift reports summarizing overnight activity, incidents, escalations, and performance metrics for day-shift management review.

Technical Knowledge & Systems

• Experience with MSP ticketing systems (e.g., ConnectWise, Autotask, ServiceNow) and CRM platforms
• Understanding of IT service management (ITSM) principles and ITIL framework
• Familiarity with remote monitoring and management (RMM) tools and overnight alert protocols
• Knowledge of escalation procedures for technical issues beyond Tier 1/2 scope, especially for after-hours emergency response
• Ability to interpret technical documentation and communicate technical concepts to non-technical stakeholders
• Experience managing overnight operations with minimal direct supervision

Required Qualifications

• 2+ years of contact center or technical support experience
• Team lead, supervisor, or shift lead experience preferred
• Proven ability to work independently during overnight hours with strong decision-making skills
• Excellent written and verbal communication skills for shift handoff documentation
• Ability to remain alert and responsive during overnight hours
• Flexibility to adjust schedule based on business needs and coverage requirements
• Strong problem-solving skills and ability to manage high-pressure situations with limited resources

Compensation

· $19-21 an hour based on experience and qualifications

· Health, Dental, and Vision Insurance

· 401(k) retirement plan

· Life Insurance

· 16 days of PTO and 10 Paid Holidays

· Lunch is provided every Friday.

Equal Opportunity

TOGA Technology is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided based on qualifications, merit, and business need.

TOGA Technology is an IT services company with over 400 employees that helps enterprise organizations manage and modernize their technology infrastructure. Think of us as a comprehensive technology partner for large companies across industries like financial services, healthcare, government, technology, and manufacturing.

Here's what we do:

Managed Services – We run IT operations for our clients 24/7, handling infrastructure monitoring, maintenance, and management so their internal teams can focus on strategic initiatives rather than keeping the lights on.

True Solutions – Our custom software development and application modernization team builds tailored solutions when off-the-shelf products don't fit. This includes everything from legacy system upgrades to brand-new applications.

Lifecycle Services – We manage the entire hardware and software lifecycle for clients: procurement, deployment, asset management, and eventual retirement. This takes a huge administrative burden off IT departments.

TOGA AI – This is our newer, cutting-edge offering. We've built AI-powered assistants (like Talos) and intelligent voice systems (Agilant AI voice) that automate Tier 1 IT support and help desk operations.

Contact Center Solutions – We run AI-powered contact centers and Tier 1 support operations, using our technology to handle high-volume customer and employee inquiries efficiently.

The big picture: We're positioned between traditional IT outsourcing and specialized consulting. Companies come to us when they need reliable operations AND innovation – someone who can both keep their systems running smoothly today and help them adopt emerging technologies like AI for tomorrow.