Spherica
Technical Escalation Manager
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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
Note
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.
About Us
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 Description
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.
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Requirements
- High levels of gravitas and confidence in dealing with senior stakeholders
- Strong leadership skills
- Comprehensive understanding of IT Infrastructure, Network, and Security environments
Benefits
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.
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Benefits Package
- 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
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