Tier II Escalations Manager

Location: Salt Lake City, UT / Hybrid
Department: Service - Operations
Reports To: Head of Operations
Employment Type: Full-Time, Exempt
Compensation: $80,000 – $105,000 annually (commensurate with experience and education)

Purpose of the Role

The purpose of this role is to serve as the bridge between frontline service teams (Tier I), Field Services, and advanced engineering (Tier III), ensuring that escalations are properly triaged, technically sound, and efficiently resolved before requiring senior-level intervention.

How You Create Value

You create value by ensuring that Tier 2 capabilities scale smoothly and profitably as Nexus grows through both acquisitions and organic expansion. Your leadership will improve response times, enhance ticket quality, reduce unnecessary Tier III escalations, and strengthen overall service consistency.

Key Responsibilities

• Lead, coach, and develop Tier II Escalation Engineers to meet technical and service standards.
• Serve as the primary escalation point for Tier I technicians before issues escalate to Tier III. Ensure accurate triage, documentation, and troubleshooting prior to further escalation.
• Monitor ticket queues, SLAs, and workload distribution to maintain response-time targets.
• Coordinate with Field Services to properly scope, prepare, and support on-site escalations when necessary.
• Provide technical guidance to Field Engineers during complex deployments or incident responses.
• Identify recurring issues and collaborate with Tier III to implement long-term solutions.
• Maintain proactive communication with clients during escalations to ensure clarity and confidence.
• Partner with Customer Success and service leadership to align technical resolutions with client expectations.
• Contribute to process improvements, documentation standards, and escalation workflows .

What Success Looks Like

• Tier II resolves most escalated tickets without requiring Tier III intervention.
• Escalation response times consistently meet or exceed SLA targets.
• Field dispatches are well-prepared, reducing the need for repeat on-site visits.
• Improved ticket documentation and reduced rework across service teams.
• Decreased repeat incidents through better root-cause analysis and process refinement.
• High internal collaboration and strong technician development within Tier II .

Skills & Attributes

• Strong leadership capability within technical service environments.
• Advanced troubleshooting skills across infrastructure, networking, and cloud systems.
• Working knowledge of on-site service operations and deployment best practices.
• Change tolerance and psychological flexibility. You have a track record of performing well under uncertainty, not just operational pressure.
• Conflict navigation and team integration skills. Acquisitions bring culture clash. You bring demonstrable skills in building trust across organizations and teams.
• Emotional regulation under chronic load. You thrive in high-pressure situations and can manage stress over time.
• Data-driven decision-making bias. You have extensive experience using ticket data, SLA trends, and other engineering performance metrics to make quick decisions.
• Communication. Demonstrated ability to proactively surface systemic issues to peers and your manager .

Working Conditions

• Professional environment (Hybrid eligible).
• Occasional on-site client visits or after-hours escalations may be required.
• Reasonable accommodations will be made to enable individuals with disabilities to perform essential functions.

Note: This job description outlines the primary responsibilities and expectations of the position. Duties may evolve as business and client needs develop.

Experience & Education

• 6+ years of experience in IT service delivery or managed services.
• 2–4+ years of experience leading or mentoring escalation-level technicians preferred.
• You have experience managing in an M&A-driven business, with responsibility for team integration, process harmonization, and onboarding.
• You have experience in scaling a Tier 2 escalations team from leading a small group of 4 to 8 engineers to managing a multi-team operation with over 30 engineers.
• Experience supporting or coordinating with Field Services teams strongly preferred.
• Strong working knowledge of infrastructure, virtualization, networking, and cloud platforms.
• Preferred certifications: CCNA, Azure Administrator Associate, Security+, or equivalent.
• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Demonstrated history of improving escalation quality and service response metrics .