Help Desk Escalation Coordinator
Help Desk Escalation Coordinator
Position Overview
Premier Enterprise Solutions is seeking a Help Desk Escalation Coordinator (HDEC). This position is responsible for the proactive management, monitoring, and governance of all service desk tickets across Tier 1 and Tier 2 operations. The HDEC ensures that all tickets are processed in accordance with established Service Level Agreements (SLAs), specifically requiring resolution within fourteen (14) days or formal escalation to Tier 3 support.
This role provides end-to-end visibility into ticket status, enforces accountability across support tiers, and ensures that all tickets are tracked through final resolution, including those escalated beyond Tier 2. The TQIM serves as a central coordination point between technical teams and stakeholders and delivers status reporting to executive leadership.
Location: Remote, supporting USAID OIG Washington, D.C.
Salary will be based on experience and technical interview.
Key Responsibilities
Ticket Lifecycle Management
Monitor the entire service desk ticket queue (Tier 1 and Tier 2) on a daily basis
Ensure all tickets are:
Actively assigned and worked
Properly categorized and documented
Updated in accordance with service desk standards
Identify and address:
Aging tickets
Tickets lacking progress updates
Misrouted or improperly handled tickets
SLA Compliance & Escalation Management
Enforce SLA compliance requiring ticket resolution within 14 days
Identify tickets approaching SLA thresholds and take proactive action
Monitor tickets escalated to Tier 3
Ensure all escalated tickets are formally documented and transitioned appropriately
Continue to track and monitor all escalated tickets through final resolution
End-to-End Ticket Tracking
Maintain visibility and accountability for all tickets from initiation through closure
Track all ticket statuses, including:
Open
In Progress
Pending
Escalated (Tier 3)
Resolved / Closed
Conduct regular coordination with Tier 1, Tier 2, and Tier 3 teams to ensure progress
Dashboard Management
Develop and maintain a centralized ticket management dashboard
Ensure dashboard is updated regularly and reflects real-time or near real-time status
Track and report on key metrics, including:
Total open tickets
Aging tickets
SLA compliance status
Escalated tickets
Backlog trends
Executive Reporting
Provide monthly reports to the Chief Information Officer (CIO) and other leadership
Reports shall include:
Ticket volume and trend analysis
SLA compliance rates
Aging and backlog analysis
Escalation metrics and outcomes
Identified risks and operational challenges
Provide recommendations for service desk performance improvement
Stakeholder Coordination
Establish and maintain relationships with key stakeholders across the organization
Serve as a point of contact for ticket status inquiries and updates
Proactively communicate:
Ticket progress and expected timelines
Delays and risks
Resolution updates
Coordinate with business units and technical teams to ensure transparency and alignment
Continuous Service Improvement
Identify systemic issues affecting ticket resolution performance
Recommend improvements to:
Ticket handling processes
SLA policies and enforcement
Workflow efficiency
Support initiatives to improve service desk operations and customer satisfaction
Required Qualifications
Bachelor's degree in information technology, Business Administration, or related field (or equivalent experience)
3–5 years of experience in IT service desk operations or service management
Experience working in Tier 1 / Tier 2 / Tier 3 support environments
Strong understanding of IT service management (ITSM) processes (e.g., ITIL framework)
Experience with ticketing systems (e.g., ServiceNow, Remedy, Jira, or equivalent)
Strong analytical, organizational, and problem-solving skills
Excellent written and verbal communication skills
Ability to manage multiple priorities in a fast-paced environment
Preferred Qualifications
ITIL Foundation certification or higher
Experience supporting federal or government IT environments
Experience developing dashboards and reporting metrics using tools such as Power BI or Excel
Premier Enterprise Solutions offers full-time employees a comprehensive and competitive benefits package including paid vacation, sick leave, holidays, health insurance, life insurance, military leave, training, short- and long-term disability, 401(k) retirement plan with company matches/immediate vesting, and more.
It is Premier Enterprise Solutions policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability or any other characteristic protected by applicable federal, state or local law.