Escalation Derk Manager

The Escalation Desk Manager is responsible for overseeing the resolution of high-impact and urgent issues escalated by customers, internal stakeholders, or partners. This role acts as the central point of coordination for all escalations, ensuring timely, effective, and professional handling of critical incidents that may affect client satisfaction, service delivery, or business continuity.

Requirements

• 5+ years of experience in customer support, operations, or incident management roles, including 2+ years in a leadership or escalation-focused capacity.
• Strong analytical, organizational, and problem-solving skills.
• Proven ability to remain calm and composed under pressure.
• Excellent verbal and written communication skills; experience interfacing with executives and external clients.
• Ability to work collaboratively across departments and influence without authority.
• Familiarity with ticketing systems (e.g. ServiceNow), CRM tools, and escalation workflows.

Benefits

• Hybrid or remote work flexibility, based on team and business needs.
• Opportunity to work with a leading technology services and consulting company.
• Competitive salary and benefits package.