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.

Key Responsibilities

1. 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

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

Bachelors degree in information technology Business Administration or related field (or equivalent experience) or 6 years of relevant help desk experience

35 years of experience in IT service desk operations or service management

Experience working in Tier 1 / Tier 2 support environments

Experience with ticketing systems (e.g. ServiceNow Remedy Jira or equivalent)

Experience developing dashboards and/or reporting metrics using tools such as Power BI or Excel

Preferred Qualifications

Experience supporting federal or government IT environments

Strong analytical organizational and problem-solving skills

Excellent written and verbal communication skills

Ability to manage multiple priorities in a fast-paced environment

Strong understanding of IT service management (ITSM) processes (e.g. ITIL framework)

Certification (required)

ITIL Foundation certification or higher

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.

Required Experience:

IC