Taking applicationsChat / Email·Posted 8d ago
IT Services Escalation Manager
AHEADVerified company
United States
Pay
$62.5–$86.5/hr
Job type
Full-time · Remote
Hours
Flexible
Location
United States
Open to people in the United States
EnglishSenior level
About the role
AHEAD seeks an IT Services Escalation Manager to lead critical client escalations, root-cause analysis, and service quality improvements across its service delivery organization. The full-time role is listed in the United States and pays an OTE of USD 130,000–180,000, requiring 8+ years in client experience, technical support, or service operations leadership.
What you'll do
- Lead critical client escalations from initiation through closure
- Coordinate cross-functional response teams across Engineering, Delivery, Operations, and Client Success
- Facilitate stand-ups, executive briefings, and client updates for active escalations
- Drive structured RCA and CAPA for major client incidents
- Lead post-incident reviews and lessons-learned sessions
- Identify systemic challenges and process improvement opportunities
- Track escalation performance metrics and post-resolution client satisfaction
- Prepare and present executive summaries and performance insights
What you'll need
- Bachelor's degree in Engineering, Information Technology, Business, or related field
- 8+ years in Client Experience, Technical Support, Quality Management, or Service Operations leadership
- Proven success managing complex client escalations
- Experience driving cross-functional process improvement initiatives
- Expertise in RCA, CAPA, ITIL, and continual improvement methodologies
- Excellent leadership, facilitation, and executive communication skills
- Analytical, data-driven thinker
- Highly organized and able to manage multiple priorities under pressure
Skills
Escalation managementRoot cause analysisCAPAITILContinual improvementLean/Six SigmaExecutive communicationData analysis
Benefits
Health insuranceDental insuranceVision insurance401(k)Paid company holidaysPaid time offPaid parental and caregiver leaveCertification sponsorship
Interested? Sign up free to apply
Create your free Remote account to apply with your profile and resume, and see every hand-picked remote role in one place.
Applications close on 18 November.