Support Escalation Manager, Incident Manager - CTJ - Top Secret

Support Escalation Manager

Support Escalation Manager acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance. Proactively contributes to regional, inter-group, or account team unit initiatives by providing feedback to improve customer support experience for a customer or group of customers. Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive resolution. Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes. Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes.

Responsibilities

Reactive Support

• 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.

Communication and Leadership

• 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.

Proactive Optimization

• Provide trend analysis and proactive recommendations.
• Accelerate case resolution.
• Detect potential issues to enhance customer environments and promote resiliency.
• Support by offering proactive guidance.

Skills Needed for this Role Include

• Strong customer support skills.
• Able to work independently and own Customer relationships.
• Values teamwork and collaboration, builds effective relationships, and respects diverse perspectives.
• Able to adapt communication style to audience, and seeks collaborative efforts.
• Handles ambiguity confidently and acts with intention to achieve results.
• Understands the impact of their behavior and communication on others.
• Eager to develop new abilities and develop skills and knowledge.

Qualifications

Required Qualifications:

• 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.

Other Qualifications:

• Security Clearance Requirements: Candidates must be able to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
• The successful candidate must have an active U.S. Government Top Secret Security Clearance.
• Clearance Verification: 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.
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
• Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance

Preferred Qualifications:

• 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

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.