Nexus IT · 2 months ago
Tier 3 Escalations Manager
Salt Lake City,UT,US
Full-time
Hybrid
Senior Level
$90K/yr - $130K/yr
5+ years expNexus IT is a premier provider of Managed IT, Cybersecurity, and Cloud Services. The Tier 3 Escalations Manager will lead and develop the Tier 3 Technical Escalations and Customer Success Managers to ensure exceptional client outcomes and operational excellence while resolving complex technical issues efficiently.
Information ServicesInformation TechnologyService Industry
Responsibilities
Lead and mentor Tier 3 Engineers and Customer Success Managers to achieve high technical and client-service standards
Serve as the escalation point for critical technical and client issues, ensuring timely resolution and communication
Monitor client health and escalation trends to enhance reliability, minimize churn, and proactively identify risks
Coordinate proactive success initiatives such as QBRs, check-ins, and renewal discussions
Ensure adherence to SLAs, workload balance, and documentation accuracy across technical and client functions
Collaborate with leadership to refine processes, enhance service quality, and evolve delivery models
Communicate with clarity and empathy in all client interactions, maintaining confidence and trust
Qualification
Required
5+ years of experience in IT service delivery, with at least 2 years leading Tier 3 or senior escalation teams
Experience managing or partnering with Customer Success, Account Management, or Service Delivery functions
Strong background in infrastructure, virtualization, networking, and cybersecurity support
Proven leadership of cross-functional technical and client-facing teams
Deep technical expertise in infrastructure, networking, cloud, and cybersecurity
Strong communicator able to translate technical issues for non-technical audiences
Strategic thinker with a balance of technical and business insight
Highly organized, data-driven, and calm under pressure
Empathetic leader who fosters accountability and professional growth
Preferred
Preferred certifications: MCSE, CCNP, Azure Administrator Associate, Security+, or similar
Bachelor's degree in Computer Science, Information Technology, or related field preferred
Company
Nexus IT
Are you a business searching for IT Support in the Northern Utah area? Frustrated, having Network, Computer, Virus and Malware issues? Tired of dealing with incompetent, unreliable, and unprofessional Computer Consultants who are slow to respond and provide terrible customer service? It’s Time You Give Us A Call And See What IT Support Is Supposed To Be Like… No other IT Consulting Firm in Northern Utah can touch our lightning fast response, expert customer service, professionalism, reliability, communication, follow-through, or ability to deliver technology solutions that work EXACTLY the way you want them to.
51-200 employees
H1B Sponsorship
Nexus IT has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (56)
2024 (75)
2023 (83)
2022 (68)
2021 (29)
2020 (20)
Funding
Current Stage
Growth StageTotal Funding
$60MKey Investors
Metropolitan Partners
2025-06-09Private Equity· $60M
Leadership Team
Earl Foote
CEO
Eric M. Sessions
Co-Founder + Chief Operating Officer (COO)
Recent News
Columbia West
2025-08-13
Company data provided by crunchbase