Technical Escalation Manager

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 Please note that we are unable to offer Skilled Worker visa sponsorship for this position. 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. 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. The Technical Escalation Manager [TEM] will be responsible for overseeing the successful delivery of technical managed services to Spherica’s Customers, and the overall management and maintenance of their Infrastructure, Network, and Security estates. They will act as the primary technical escalation point for customers and Spherica’s technical teams, leading technical investigations and resolutions of major incidents and issues to maintain customer satisfaction. They will also be responsible for supporting the Technical Delivery Leads in implementing customer initiatives and improvements, take ownership in ensuring compliance with customer contractual deliverables, and support Operational Management with the onboarding and continued training of Spherica’s technical teams. This is a challenging role that requires high levels of gravitas and confidence in dealing with senior stakeholders while owning and leading the customer engagement fully. Candidates for this position must exhibit strong leadership skills and possess a comprehensiveunderstanding of IT Infrastructure, Network, and Security environments. At Spherica, we believe that a connected team is a successful team, we’re proud to champion a truly Modern Workplace—where technology, innovation, and collaboration come together to create an environment that works for everyone. We’re passionate about transformation and encourage our people to challenge the status quo—bringing forward ideas that align with our automation-first mindset. By applying the same forward-thinking solutions, we offer our clients to our internal processes, we create a workplace that’s not only modern but continuously evolving. As a growing business, we’re mindful of how we invest in our people. While we may not match the scale of larger organisations, our benefits package is thoughtfully designed to offer real value—focusing on what matters most to our team. We prioritise wellbeing, and personal development, and regularly review our offerings to ensure they remain relevant. At Spherica, every benefit is chosen with care, reflecting our commitment to creating a rewarding and supportive workplace where individuals feel seen, heard, and appreciated. Our current benefits package is: 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