Technology Operations & Escalation Lead

FocusPoint is partnering with a growing enterprise to identify a Technology Operations & Escalation Lead (title flexible based on experience). This role is ideal for someone who thrives in fast moving environments enjoys solving ambiguous operational problems and is ready to step into a visible position supporting technology leadership.

This is a high impact on site role supporting a broad technology organization and cross functional business teams.

The Technology Operations & Escalation Lead serves as the central point for urgent issues process breakdowns and escalations that require rapid coordination across multiple IT and business teams. You will work directly with leadership to resolve immediate needs while also identifying long term improvements to processes workflows and service delivery.

This position is well suited for someone who is assertive solutions oriented highly organized and interested in future leadership opportunities.

• Partner with business users to understand issues clarify requirements and coordinate with the appropriate IT teams to drive resolution.

• Serve as the escalation point for complex urgent or sensitive technology issues.

• Prioritize incoming requests in a high pressure environment and ensure timely follow through.

• Provide clear concise updates to technology leadership on task and project status.

• Build strong working relationships across IT business units partners and vendors.

• Ensure consistent high quality technical support and service delivery.

• Establish and reinforce customer service standards best practices and communication norms.

• Oversee training efforts for IT and business teams including content recommendations review cycles deployment and continuous improvement.

• Collaborate with cross functional groups to identify training gaps process inefficiencies and opportunities for operational enhancement.

• Manage ad hoc requests and special initiatives assigned by technology leadership.

• Strong problem solving instincts with the ability to navigate ambiguity.

• Confidence and assertiveness when managing escalations or coordinating across teams.

• Excellent communication skills-organized clear and concise.

• Ability to build trust and credibility with both technical and non technical stakeholders.

• A mindset geared toward continuous improvement and operational excellence.

• Demonstrated ability to manage multiple priorities under time pressure.

• Interest in growing into future leadership or management roles.

You will be the connective tissue between business needs and technology execution-ensuring urgent issues are resolved quickly while helping shape the processes that prevent future escalations. Your work directly impacts service quality user satisfaction and operational stability across the organization.

• Competitive compensation package aligned with experience

• Primarily on site in Brentwood TN

• Potential for hybrid flexibility over time

• Collaborative fast paced environment with strong visibility to leadership

Why Work with FocusPoint
As a trusted staffing partner to industry-leading companies FocusPoint provides access to roles that align with your professional goals and we advocate for your success throughout the recruitment process. Our team understands appropriate skillsets and takes a consultative approach ensuring that each match is grounded in both experience and fit.

How to Apply
To ensure confidentiality and alignment with our clients hiring process all applications must be submitted through FocusPoint. Please do not attempt to contact the client directly. Interested candidates should reach out to FocusPoints recruitment team with any questions.