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Microsoft · 3 weeks ago

Support Escalation Manager, Incident Manager - CTJ - Top Secret

United States

Full-time

Remote

Mid, Senior Level

$77K/yr - $152K/yr

1+ years exp

Microsoft is a leading technology company committed to empowering every person and organization on the planet. The Support Escalation Manager - Incident Manager acts as a primary contact to understand issues and improve customer experiences, managing escalated incidents and driving resolution while collaborating with internal teams and stakeholders.

Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Manage reactive support for Federal customers under Microsoft Support Unified Agreements, driving efficient case progress and rapid resolution

Conduct regular reviews of internal reactive cases to assess status and health

Assist with high-risk escalations by gathering and analyzing information to support the customer

Build strong relationships to resolve cases efficiently

Coordinates with Account teams and manages customer support

Communicates clearly and promptly

Collaborates to influence decisions

Flags systemic issues and process gaps

Recommend process and tool improvements

Sets clear support expectations and champion Microsoft Support offerings

Provide trend analysis and proactive recommendations

Accelerate case resolution

Detect potential issues to enhance customer environments and promote resiliency

Support by offering proactive guidance

Qualification

Customer supportTechnology industry experienceSecurity clearanceMicrosoft products experienceTeamworkCommunication skillsAdaptabilityProblem-solving

Required

Master's Degree in technology, business, or related field AND 1+ year(s) technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 2+ years technology industry, customer service, or related experience OR 5+ years technology industry, customer service, or related experience OR equivalent experience

Candidates must be able to meet Microsoft, customer and/or government security screening requirements are required for this role

The successful candidate must have an active U.S. Government Top Secret Security Clearance

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role

Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination

This position requires successful verification of the stated security clearance to meet federal government customer requirements

You will be asked to provide clearance verification information prior to an offer of employment

This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter

This position requires verification of U.S. citizenship due to citizenship-based legal restrictions

To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance

Preferred

Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR 7+ years technology industry, customer service, or related experience OR equivalent experience

Experience working with Microsoft products and services

Currently reside in the DMV