Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
About the Role
The Technical Escalation Manager will oversee the successful delivery of technical managed services, managing and maintaining customer infrastructure, network, and security estates. This role acts as the primary technical escalation point, leading investigations and resolutions for major incidents to ensure customer satisfaction. Responsibilities include supporting Technical Delivery Leads, ensuring compliance with contractual deliverables, and assisting with team onboarding and training. The role requires strong leadership, gravitas, and confidence in dealing with senior stakeholders, along with a comprehensive understanding of IT Infrastructure, Network, and Security.
Responsibilities
- Oversee successful delivery of technical managed services.
- Manage and maintain customer Infrastructure, Network, and Security estates.
- Act as the primary technical escalation point for customers and internal teams.
- Lead technical investigations and resolutions of major incidents and issues.
- Support Technical Delivery Leads in implementing customer initiatives and improvements.
- Ensure compliance with customer contractual deliverables.
- Support Operational Management with onboarding and training of technical teams.
Requirements
- Must have the legal right to work in the UK without employer sponsorship.
- High levels of gravitas and confidence in dealing with senior stakeholders.
- Strong leadership skills.
- Comprehensive understanding of IT Infrastructure, Network, and Security environments.
Skills
- Automation
- Problem solving
- Programming languages
- IT Infrastructure management
- Network management
- Security management
- Customer engagement
- Technical investigations
- Incident resolution
Location
- Hybrid
- Remote
- Travel to Birmingham
- Travel to London
- Travel to Walsall
Work Type
- Full-time
- 4-day working week available
Experience Level
- Depending on experience
Salary/Compensations
- £42,000 - £47,500 per annum
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)
- Expensed eye tests
- Expensed flu vaccinations for onsite workers
- 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
About the Company
- An Automation and Innovation IT Managed Service Provider.
- Strives to push the boundaries in technological capabilities.
- An Automation First IT company delivering excellence in IT automation.
- Encourages customers to suggest new ways of working.
- Believes that a connected team is a successful team.
- Champions a Modern Workplace where technology, innovation, and collaboration come together.
- Passionate about transformation and encourages challenging the status quo.
- Applies forward-thinking solutions to internal processes.
- A growing business mindful of investment in people.
- Offers a thoughtfully designed benefits package focusing on wellbeing and personal development.