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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Escalation Coordinator - **Company:** Premier Enterprise - **Location:** Washington, DC, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Excel, JIRA, Issue Tracking Systems, Power BI, Information Technology, 3-tier Architectures, Servicenow - **Published:** June 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=2356b7fb557a4b6f ## About the Role Do you have experience in Ticketing system technical support?, Do you have a Bachelor's degree?, * 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 ## Description 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., 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 ComplianceEscalation 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 ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [REST, GraphQL, gRPC, and more: A comparison of modern API styles](https://www.wearedevelopers.com/videos/100247-rest-graphql-grpc-and-more-a-comparison-of-modern-api-styles) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Top HR Tech Conferences in 2024](https://www.wearedevelopers.com/magazine/303-top-hr-tech-conferences-in-2024) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)