Process Improvement & Automation Lead / Escalation ...

Position Overview The Process Improvement & Automation Lead owns the enterprise escalation and serviceu2011recovery process so that complex issues exceeding standard support channels are resolved quickly, transparently, and consistently. This role serves as the central coordination point for highu2011priority incidents, aligning support, engineering, and business stakeholders to restore services and protect customer relationships in a demanding client environment. The position drives continuous improvement and automation of escalation workflows by analyzing incident patterns, uncovering systemic problems, and refining runbooks, communication practices, and performance metrics. Mapped to the IT Services Supervisor standard job, the lead provides frontu2011line operational leadership to a small IT team, ensuring escalation handling is efficient, wellu2011governed, and aligned with broader serviceu2011management objectives. Key Responsibilities + Lead endu2011tou2011end escalation workflows that span multiple support tiers and business units, defining clear criteria for when cases are elevated beyond normal support and ensuring ownership is assigned at each stage. + Coordinate crossu2011functional technical and business teams during complex service disruptions, facilitating timely decisions, impact assessment, and clear status updates to leadership and affected stakeholders. + Utilize ITSM and CRM platforms to log, route, and prioritize escalated issues, maintaining complete case histories, audit trails, and documentation required for compliance and postu2011incident review. + Analyze escalation and incident trendsu2014including volumes, root causes, and customeru2011impact indicatorsu2014to identify systemic issues and recommend corrective actions, process changes, or automation opportunities. + Develop, maintain, and socialize standardized runbooks, majoru2011incident playbooks, and communication templates that guide responders under time pressure and promote consistent practices across shifts and teams. + Monitor performance indicators such as response and resolution times, backlog, and customeru2011satisfaction measures, and use these metrics to drive operational improvements and team productivity. + Collaborate with IT operations and serviceu2011delivery leaders to align escalation and serviceu2011recovery processes with existing systems operations, change controls, and shortu2011term systems improvement plans. + Supervise and mentor IT team members supporting escalation and operations activities, including setting expectations, monitoring performance, coaching, and enforcing organizational policies and core values. Required Qualifications + Bacheloru2019s degree in Information Technology, Computer Science, Business Administration, or a related field preferred, or equivalent relevant experience. + 4u20136 years of experience in information technology, including 0u20132 years leading or supervising IT staff in operations, incident management, or escalation management roles. + Demonstrated experience coordinating escalated or highu2011priority incidents across multiple technical teams, with responsibility for communication, documentation, and resolution outcomes. + Practical knowledge of ITILu2011aligned incident and problemu2011management practices and handsu2011on experience with incident management tools or ITSM platforms. + Strong analytical, problemu2011solving, communication, and interpersonal skills, with the ability to manage multiple escalations simultaneously in a missionu2011critical environment. + Ability to obtain and maintain a Public Trust investigation and to work in a U.S.u2011only federal IT context, with U.S. citizenship as specified. + Willingness and ability to travel 10u201325% as needed for stakeholder engagement and operational coordination. Preferred Qualifications + Experience acting as a technical escalation or majoru2011incident lead for largeu2011scale outages or critical customer accounts in an enterprise or federal IT environment. + ITIL Foundation or similar serviceu2011management certification demonstrating formal understanding of bestu2011practice processes. + Background in process improvement or automation efforts focused on IT operations or customer support, such as implementing standardized playbooks, dashboards, or workflow enhancements. + Prior supervisory experience in IT operations, service desk, or infrastructure support teams, including performance management and staff development. Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees. EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in

Created: 2026-05-02