Tier 3 Escalations Manager

Description
Tier 3 Escalations Manager
Location:
Salt Lake City, UT / Hybrid / Potential for Remote

Department:
Leadership Team – Service

Reports To:
Director of Frontline Services (Initially to the Head of Operations)

Employment Type:
Full-Time, Exempt

Compensation:
$90,000 – $130,000 annually (commensurate with experience and education)

About The Company
Founded in 1998, Nexus IT has grown into a premier provider of Managed IT, Cybersecurity, and Cloud Services. We stand apart as a purpose-driven IT company that prioritizes people, relationships, and results. Our Mission, Vision, and Values are the foundation of our culture and guide how we deliver exceptional technology experiences.

Under the leadership of CEO Earl Foote and supported by a $60 million capital commitment from Metropolitan Partners Group, Nexus IT is entering an exciting phase of rapid growth. This role is critical in scaling our service capabilities while maintaining the world-class responsiveness and reliability clients expect.

Purpose of the Role
The purpose of this role is to lead and develop the Tier 3 Technical Escalations and Customer Success Managers (CSMs) to ensure exceptional client outcomes and operational excellence. The role bridges advanced technical problem-solving with proactive client engagement—delivering service experiences that strengthen trust, retention, and long-term partnerships.

How You Create Value
You create value for Nexus clients by ensuring that complex technical issues are resolved efficiently and transparently, reducing disruption for clients while improving system reliability and satisfaction. Internally, your leadership enhances collaboration, accelerates issue resolution, and informs continuous improvement across service delivery. Your team's performance directly drives client retention, contract renewals, and the company's reputation for responsive, high-quality managed services.

Key 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.

What Success Looks Like

• 95%+ client satisfaction and retention across managed accounts.
• Complex issues were resolved swiftly with minimal disruption.
• Clients view the service team as a trusted strategic partner.
• Tier 3 and CSM teams demonstrate collaboration, accountability, and a commitment to in continuous improvement.
• Client churn remains below 3%, with technician-caused churn under 1%.

Skills & Attributes

• 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.

Working Conditions

• Professional environment.
• 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.

Requirements
Experience & Education

• 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.
• Preferred certifications: MCSE, CCNP, Azure Administrator Associate, Security+, or similar.
• Bachelor's degree in Computer Science, Information Technology, or related field preferred.
• Demonstrated success in improving client satisfaction and retention in a technical service environment.