Job Title: Technical Escalation Manager
Employment Type: Full time 37.5hrs - Mon-Fri 9-5:30pm – 1-hour unpaid Lunch, a 4-day working week is available.
Location: Hybrid/Remote - requirement to travel to Birmingham, London and Walsall
Salary: £42- £47.5K pa depending on experience
Start Date: Q4 2026
Applicants must have the legal right to work in the UK without employer sponsorship at the time of application and for the duration of employment.
Role Overview
The Technical Escalation Manager (TEM) will oversee the successful delivery of technical managed services to Spherica’s customers, manage and maintain their Infrastructure, Network, and Security estates, and act as the primary technical escalation point.
Responsibilities
- Oversee delivery of technical managed services to customers, ensuring timely and effective support.
- Manage and maintain customers’ Infrastructure, Network, and Security estates.
- Act as the primary technical escalation point, leading investigations and resolutions of major incidents and issues to maintain customer satisfaction.
- Support Technical Delivery Leads in implementing customer initiatives and improvements.
- Ensure compliance with customer contractual deliverables.
- Assist Operational Management with onboarding and continued training of Spherica’s technical teams.
Qualifications
- Strong leadership skills and the ability to engage senior stakeholders with confidence and gravitas.
- Comprehensive understanding of IT Infrastructure, Network, and Security environments.
- Experience leading technical investigations and incident resolution in a managed service environment.
Benefits
- 22 days holiday basic
- Additional birthday day off
- Additional holiday day for each service year after year 2, up to 30 days
- £20 Birthday Voucher
- Purchase of additional pension contributions (salary sacrifice)
- Recruitment Referral Incentive (£200-£500 reward depending on level of role) for recommending a friend - T&C apply
- Expensed eye tests
- Expensed flu vaccinations for onsite workers
- Spherica Wellbeing Services benefits encompass an Employee Assist Program, Gym & Active discounts, retail discount and salary sacrifice schemes including Cycle to Work and Purchase of Leave.
- 4 day working week available ('Opt-IN' required)
- Enhanced Paternity Pay
- Enhanced Maternity Pay - with 2 years' service
Technical Escalation Manager employer: Internetwork Expert
Eminent Valet is an exceptional employer that prioritises employee growth and development within a dynamic and supportive work environment. As a leading valet service provider in Canada, we offer competitive pay, performance-based tips, and a clear path for advancement, all while fostering a culture of integrity and excellence in customer service. Join us to be part of a respected team that values your contributions and provides the tools you need to succeed.
