Customer Service Quality Policy Analyst/Escalation Manager, Junior

The Escalation Manager, Junior supports the structured handling of escalated IT incidents by serving as a coordination point for issues that cannot be resolved at the initial support level. This role monitors escalated tickets affecting mission‑critical systems, validates priority and impact, ensures proper routing to resolver groups, and assists in clear and timely communication within a highly regulated federal environment. The junior escalation manager supports functional and hierarchical escalations, helps facilitate resolver engagement, and maintains complete, audit‑ready documentation throughout the escalation lifecycle while contributing to lessons‑learned and continuous improvement activities.

Key Responsibilities

• Apply escalation management concepts to determine when to initiate functional and hierarchical escalations for time‑sensitive or unresolved incidents.

• Review incident details to validate priority, impact, and completeness, then route escalated issues to the appropriate technical or business resolver groups while maintaining ownership for follow‑up.

• Monitor service‑level targets for escalated tickets, identify risks of SLA breach, and prompt timely action from technical teams to restore services.

• Document escalation cases, including timelines, stakeholders, actions taken, decisions made, and final outcomes, to support federal guidelines for traceability, quality, and audit requirements, root‑cause analysis, and continuous improvement.

• Support cross‑functional participation in resolving customer‑impacting issues by assisting with bridge call organization, capturing meeting notes, and summarizing next steps.

• Use ITSM tools to track escalations throughout their lifecycle and contribute to reporting on escalation volume, resolution time, SLA compliance, and recurring issue patterns.

• Collaborate with senior escalation or incident response personnel to ensure adherence to escalation models, communication standards, and incident management processes.

Required Qualifications

• Bachelor’s degree (or equivalent work experience) in IT, Computer Science, Business Administration, or a related field.

• 0–3 years of experience in IT support, service desk, incident management, or related roles with exposure to escalated issues.

• Foundational knowledge of ITIL principles, incident management best practices, and experience with incident management or ITSM tools.

• Strong problem‑solving, analytical, communication, and interpersonal skills, with the ability to manage multiple incidents at once.

• Candidates must possess a current secret security clearance.

Preferred Qualifications

• Experience working in or supporting an IT service desk or operations center handling incident triage and escalation in an enterprise or government setting.

• Exposure to federal compliance requirements, documentation standards, or SLA‑driven operational environments.

• ITIL Foundation or equivalent IT service management training.

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.

$70k - $97,400

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, 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, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.