Escalations manager vs desk manager

The differences between escalations managers and desk managers can be seen in a few details. Each job has different responsibilities and duties. It typically takes 4-6 years to become both an escalations manager and a desk manager. Additionally, an escalations manager has an average salary of $95,457, which is higher than the $75,140 average annual salary of a desk manager.

The top three skills for an escalations manager include escalation management, technical support and customer support. The most important skills for a desk manager are CRM, sales process, and quality customer service.

Escalations manager vs desk manager overview

	Escalations Manager	Desk Manager
Yearly salary	$95,457	$75,140
Hourly rate	$45.89	$36.12
Growth rate	-	-
Number of jobs	53,187	45,871
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 57%	Bachelor's Degree, 65%
Average age	47	47
Years of experience	6	6

What does an escalations manager do?

An escalations manager is an individual who is in-charged in dealing with and resolving customer escalations while maintaining a strong relationship with the customer. The essential skills that an escalations manager should possess to accomplish his/her or her responsibilities include excellent technical and customer service skills. The requirements to qualify for the position include prior work experience related to the field and possess a bachelor's or associate degree in business, management, communication, or a related discipline.

What does a desk manager do?

A desk manager's responsibilities focus on facilitating communication and performing organizational support tasks to maintain the smooth flow of operations at offices. Although the extent of their duties primarily depends on their company or employment industry, it usually includes handling calls and correspondence, answering inquiries, resolving issues and concerns, forwarding calls and messages, arranging appointments and schedules, organizing files, and overseeing various communication materials. In some offices, a desk manager manages different teams, supervising their performance while enforcing company standards and policies.

Escalations manager vs desk manager salary

Escalations managers and desk managers have different pay scales, as shown below.

	Escalations Manager	Desk Manager
Average salary	$95,457	$75,140
Salary range	Between $71,000 And $126,000	Between $44,000 And $127,000
Highest paying City	Seattle, WA	Eureka, CA
Highest paying state	Washington	New York
Best paying company	Google	ServiceNow
Best paying industry	Technology	-

Differences between escalations manager and desk manager education

There are a few differences between an escalations manager and a desk manager in terms of educational background:

	Escalations Manager	Desk Manager
Most common degree	Bachelor's Degree, 57%	Bachelor's Degree, 65%
Most common major	Business	Business
Most common college	California State University - Bakersfield	California State University - Bakersfield

Escalations manager vs desk manager demographics

Here are the differences between escalations managers' and desk managers' demographics:

	Escalations Manager	Desk Manager
Average age	47	47
Gender ratio	Male, 55.4% Female, 44.6%	Male, 54.9% Female, 45.1%
Race ratio	Black or African American, 10.6% Unknown, 4.7% Hispanic or Latino, 18.1% Asian, 5.2% White, 60.8% American Indian and Alaska Native, 0.6%	Black or African American, 9.7% Unknown, 4.7% Hispanic or Latino, 18.0% Asian, 5.3% White, 61.6% American Indian and Alaska Native, 0.6%
LGBT Percentage	8%	8%

Differences between escalations manager and desk manager duties and responsibilities

Escalations manager example responsibilities.

Work within standing orders to help patients effectively manage their diabetes though medications and other specialty consultations.
Insert insurance and patient demographics, verify Medicaid and Medicare.
Verify member insurance eligibility for Medicare, CMO, and other Medicaid benefit plans.
Monitor agents phone calls then set individual AHT.
Point of contact for adding internal users to CRM software and troubleshooting.
Develop bonus structures and are in charge of payroll for multiple projects.

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Desk manager example responsibilities.

Provide leadership and direction to facility management and program owners while motivating and interacting with employees to achieve continuous improvement.
Maintain POS transactions and hotel budget.
Shred patient information to comply with HIPAA regulations.
Follow HIPAA guidelines to ensure staff compliance.assist with all dental procedures.
Design a multi-part training program for the primary POS program used in retail locations.
Import and export all patient data into the EMR from hospitals and other qualify health care providers.

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Escalations manager vs desk manager skills

Common escalations manager skills

Escalation Management, 12%
Technical Support, 10%
Customer Support, 8%
Traction, 6%
Customer Relationships, 5%
Excellent Interpersonal, 5%

Common desk manager skills

CRM, 19%
Sales Process, 12%
Quality Customer Service, 10%
CSI, 9%
Sales People, 8%
Sales Desk, 5%

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Updated January 8, 2025

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