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IT Services Escalation ManagerAHEAD · United States
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AHEAD

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IT Services Escalation Manager

🗓️ Posted 2026-07-13 United States Full-time Hybrid ICT
💰 Salary Not shared 📊 Market US$10,000–US$15,833/mo

About the Company

Accelerate Your Impact AHEAD accelerates strategy into execution by engineering integrated solutions across infrastructure, applications, data, and security. We modernize platforms and workflows, applying AI to unlock the full impact of people and technology-building what others only blueprint. Information Technology & Services Specialties: Enterprise Data Center, Digital Engineering, Data & Analytics, Next-Gen Infrastructure, Enterprise Automation, Integrated Security, Cloud Management and Operations, Managed Services, Consulting Services, DevOps, Cloud Migration, Security Automation, Network Automation, FinOps, Engineered Solutions, Artificial Intelligence, Intelligent Operations, Cloud Platforms, Enterprise Service Management, AI Platforms and Architecture, AI Strategy and Planning, AI Infrastructure and Hardware, Custom AI Engineering

Responsibilities

  • ● AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
  • ● At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
  • ● We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.
  • ● The IT Services Escalation Manager (internally known as Client Assurance Resolution Leader), is responsible for driving the end-to-end management and resolution of critical client escalations while advancing quality, operational excellence, and continual improvement across AHEAD's Service Deliver organization.
  • ● This role ensures that client-impacting issues are swiftly contained, root causes are identified, and long-term corrective actions are implemented through disciplined quality and service improvement practices. The Resolution Leader acts as the central point of accountability during high-visibility situations-bridging AHEAD's delivery, engineering, and client success teams to restore confidence, strengthen relationships, and drive sustainable improvements.