AHEAD
IT Services Escalation Manager
$130K–$180K
United States · Remote · Manager · Full-time · Posted Jul 13, 2026
- Experience
- 8+ years.
- Education
- Bachelor’s degree in Engineering, Information Technology, Business, or related field; Master’s preferred.
About the job
Leads critical client escalations from initial response through closure, coordinating teams, identifying root causes, and implementing lasting service improvements.
What you'll do
- Manage escalations and coordinate cross-functional response teams, recovery plans, and client communications.
- Lead root-cause analysis, corrective and preventive actions, and post-incident reviews.
- Track escalation metrics and drive continual improvement in service delivery and quality.
What they ask for
- 8+ years of experience in Client Experience, Technical Support, Quality Management, or Service Operations leadership within IT services or consulting.
- Proven success managing complex client escalations and driving cross-functional process improvement initiatives.
- Expertise in RCA, CAPA, ITIL, and continual improvement methodologies (Lean, Six Sigma, or equivalent).
- Bachelor’s degree in Engineering, Information Technology, Business, or related field.
Nice to have
- Master’s degree.
Pay
USD 130,000–180,000 per-year-salary (OTE, including base salary and any applicable target bonus)
Tools
RCA, CAPA, ITIL, Lean, Six Sigma
AI focus
The role does not involve AI work. The employer may use AI tools in hiring to review applications, analyze resumes and responses, or record, transcribe, and summarize interviews. Candidates may opt out without penalty.
Model-written summary · the original posting is authoritative