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 – requires travel to Birmingham, London and Walsall.
Salary
£42 – £47.5K per annum, depending on experience.
Start Date
Q4 2026
Visa and Work Eligibility
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.
Company Overview
We are an Automation and Innovation IT Managed Service Provider who strive to push the boundaries in technological capabilities. As an Automation First IT company we deliver excellence in IT automation such as problem solving, programming languages and insist on giving our customers the freedom to suggest new ways of working.
Role Summary
The Technical Escalation Manager (TEM) will oversee the successful delivery of technical managed services to Spherica’s customers and manage the overall maintenance of their infrastructure, network and security estates. The TEM acts as the primary technical escalation point for customers and internal technical teams, leading investigations and resolving major incidents to maintain customer satisfaction. The role supports Technical Delivery Leads in implementing customer initiatives, ensures compliance with contractual deliverables, and assists Operational Management with onboarding and training of Spherica’s technical teams.
Responsibilities
• Oversee delivery of managed services and maintenance of infrastructure, network and security estates.
• Serve as the primary technical escalation point, leading investigations and resolving major incidents.
• Support Technical Delivery Leads with customer initiatives and improvements.
• Ensure compliance with contractual deliverables and customer expectations.
• Assist Operational Management with onboarding and training of technical staff.
Requirements
This challenging role requires strong leadership, gravitas and confidence in dealing with senior stakeholders while owning and fully leading customer engagement. Candidates must have a comprehensive understanding of IT infrastructure, network and security environments, and possess strong leadership skills.
Benefits
At Spherica, we believe that a connected team is a successful team and champion a truly Modern Workplace where technology, innovation and collaboration come together. We prioritize wellbeing, personal development and regularly review our benefits to remain relevant. Our benefits package includes:
- 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) – T&C apply
- Expensed eye tests
- Expensed flu vaccinations for onsite workers
- Spherica Wellbeing Services: Employee Assist Program, gym & active discounts, retail discount, 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: Spherica
Spherica is an exceptional employer that values innovation and collaboration, offering a dynamic work culture where your expertise in IT infrastructure and security can truly shine. With a strong focus on employee growth, you will have access to ongoing training and development opportunities, all while enjoying the flexibility of a hybrid/remote work environment in the UK. Join us to be part of a team that not only tackles major incidents but also fosters a supportive atmosphere for professional advancement.
