Thrive is hiring a
Escalation Manager

Summary

The job is for a Service Delivery Escalation Manager at Thrive, a rapidly growing technology solutions provider. The role involves managing client technical escalations, coordinating resolution efforts, owning the progress and resolution of critical issues, and improving processes and procedures. A Bachelor's Degree in Information Technology or related discipline and 3-5 years of managerial experience are preferred.

Requirements

• Ability to work in a fast paced, challenging environment with a diverse client base
• Strong analytical and end to end problem identification, management and resolution skills
• Bachelor’s Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience
• 3 - 5 years of managerial experience; call center or managed services experience preferred
• Technical subject matter expert on MSP products as they relate to Thrive’s services
• Written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences and explain impact in business terms

Responsibilities

• Manage client technical escalations and coordinate resolution efforts
• Organize and facilitate calls between multiple parties managing an active incident bridge
• Ownership for driving progress and resolution of customer’s critical issues
• Ensure customer escalations are resolved within agreed upon timelines
• Lead improvements by developing and managing to dashboards which proactively monitor high priority incidents and customer escalations
• Assist with development and management of clear and standard runbooks
• Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
• Facilitate and report on KPI’s to ensure there is appropriate visibility into key client issues
• Provide recommendations for improving existing processes and procedures
• Translate technical information and articulate findings and next steps clearly to peers, management, leadership and clients