Help Desk Escalation Coordinator
Remote
Job Summary
Help Desk Escalation Coordinator responsible for proactive management, monitoring, and governance of service desk tickets across Tier 1 and Tier 2, ensuring SLA-based resolution (14 days) or escalation to Tier 3; provides end-to-end visibility, coordinates between technical teams and stakeholders, and delivers status reporting to executive leadership. Role includes enforcing SLA compliance, tracking ticket status (Open, In Progress, Pending, Escalated to Tier 3, Resolved/Closed), maintaining a centralized dashboard, and providing monthly executive reports to the CIO. Remote support for USAID OIG Washington, DC, with emphasis on cross-team collaboration, proactive communications on progress, delays, and risks, and continuous service improvement across ITSM processes.
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
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.