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.