Contract Role: IT Service Escalation Lead (4 Months, Fully Remote)

Outside IR35

Want to make a real impact in a pivotal IT role? We’re on the hunt for an experienced IT Service Escalation Lead to come on board for a 4-month contract. This is your chance to own the escalation process, streamline workflows, and guarantee that issues get resolved fast - while keeping everyone in the loop.

As the Escalation Lead, you’ll be the go-to person for managing all escalated issues within the Service Operations Team. You’ll act as the bridge between technical teams and stakeholders, ensuring escalated tickets get the attention they need to be resolved swiftly and efficiently. A focus on customer satisfaction is key - after all, the smoother the resolution, the better the experience for the user.

What You’ll Be Doing:

• Own the Escalations: You’re the primary contact from start to finish, making sure nothing slips through the cracks.
• Customer Communication: Keep stakeholders (end-users, managers, and technical teams) informed with clear and consistent updates.
• Manage the Escalation Process: Ensure everything runs smoothly, from defining workflows to coordinating across teams, and hitting those SLA targets.
• Process Optimisation: Find the weak spots in the escalation process and work to improve them with the Continuous Improvement Manager.
• Quality Assurance: Keep track of case reviews, audit for compliance, and monitor the performance of escalations.

• 5+ years in IT service roles, with at least 2 years managing escalation processes.
• In-depth knowledge of ITIL frameworks.
• Comfortable working with ITSM tools like ServiceNow.
• Proven ability to lead, coordinate, and drive cross-functional collaboration.
• A sharp analytical mind to spot inefficiencies and develop better solutions.
• Customer-first mentality with a focus on delivering a seamless user experience.

• Fully Remote: Work from anywhere in the UK that suits you.
• 4-Month Contract: Jump in, make a difference, and add some real impact to your portfolio.
• Opportunity to refine your skills in a fast-paced, collaborative environment.
• Direct involvement with stakeholders at all levels - this is your chance to take ownership and drive change.

Think you're up for the challenge? Apply now and help us elevate our escalation game. Let's make things run smoother, faster, and better - together.