Senior Support Escalation Manager

Job Summary

A company is looking for a Senior Support Escalation Management professional.

Key Responsibilities

• Identify and resolve systematic issues across customer incidents, providing expert direction to support teams
• Oversee communication and alignment with internal and external stakeholders regarding customer issue resolutions
• Manage sensitive escalated issues and lead initiatives to improve customer support experiences across functions

Required Qualifications

• Master's Degree in technology, business, or related field AND 4+ years of relevant experience, OR
• Bachelor's Degree in technology, business, or related field AND 6+ years of relevant experience, OR
• 9+ years of relevant experience or equivalent experience
• ITIL or similar Service Management Accreditation at Practitioner level or higher
• Experience with Microsoft products and services and cloud technology certification preferred