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    Vice President of Escalations for MSP- Remote (Telecom)

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    Company NameAireSpring
    Company TypePrivate
    Job TypeFull-Time
    Salary RangeMarket Competitive
    LocationDallas, TX
    QualificationsBachelor’s Degree
    Experience10 Year+

    Job Overview

    AireSpring is seeking a Vice President of Escalations for MSP- Remote (Telecom) to lead critical issue resolution for their remote telecom operations. This leadership role is crucial for ensuring exceptional customer satisfaction and maintaining AireSpring’s reputation for reliable managed IT and network solutions.

    Company Overview

    AireSpring empowers global enterprises with fully managed, best-of-breed IT and network solutions, delivering seamless connectivity, security, mobility, and unified communications. At the core of their offering is AIreCONTROL, a proprietary AI-powered IT Service Management (ITSM) platform providing real-time visibility, control, and automation across your entire network ecosystem. AIreCONTROL, leveraging the power and intelligence of AIOps, consolidates the management of IT, security, and connectivity services into a single pane of glass, integrating data, alerts, and notifications from AireSpring's diverse portfolio — including SD-WAN, SASE, circuits, firewalls, routers, and connectivity—into one intuitive SaaS platform. AireSpring's integrated voice, data, and security solutions complemented with AIrePOD tier 3 engineering support span hundreds of global providers including Starlink, ensuring optimized secure network performance, and unparalleled resiliency.

    Quick Details

    • Salary Range: Market Competitive
    • Job Type: Full-time
    • Qualifications: Bachelor’s Degree
    • Experience: 10 Year+

    Key Responsibilities

    • Lead and manage the global escalations team, ensuring timely and effective resolution of critical customer issues.
    • Develop and implement strategies to improve escalation processes and reduce resolution times.
    • Collaborate with cross-functional teams, including engineering, operations, and sales, to address systemic issues.
    • Serve as a primary point of contact for high-priority customer escalations, maintaining strong client relationships.
    • Provide strategic oversight for MSP telecom services, ensuring service delivery excellence and client retention.
    • Analyze escalation data and trends to identify root causes and implement preventative measures.

    Requirements

    • Minimum 10+ years of experience in a leadership role within an MSP or telecommunications environment.
    • Proven track record in managing and resolving complex customer escalations effectively.
    • Strong understanding of IT Service Management (ITSM) principles and AIOps platforms.
    • Excellent communication, negotiation, and interpersonal skills.
    • Ability to work remotely and manage a global team across different time zones.
    • Bachelor’s degree in Business, Information Technology, or a related field.

    Benefits

    • Competitive salary and comprehensive benefits package.
    • Opportunity to lead a critical function in a rapidly growing global technology company.
    • Remote work flexibility with a focus on work-life balance.
    • Professional development and career advancement opportunities.
    • Work with cutting-edge AI-powered IT and network solutions.
    • Be part of a dynamic and supportive team dedicated to innovation.

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