Proactive Escalation Manager

Job Summary

A company is looking for a Proactive and Escalation Manager.

Key Responsibilities

• Manage day-to-day operations of Proactive Services and Escalation Engineering teams to meet client goals
• Conduct performance reviews and provide mentorship to team members
• Lead escalation management processes and collaborate with various departments to resolve issues

Required Qualifications

• Bachelor's degree in computer science, Information Technology, or related field, or equivalent experience
• 3-5 years of experience in NOC Management, IT Helpdesk, Call Center, or Project Management
• Comprehensive knowledge of escalation management and service delivery
• Prior experience in a Managed Service Provider (MSP) environment preferred
• Ability to lead and influence senior stakeholders effectively