Technical Escalation Manager Jobs in Michigan (NOW HIRING)

Wixom, United States | Posted on 07/30/2026

• Salary $95,000 – $130,000 annually, based on experience and location
• City Wixom
• Country United States

BrightWorks IT is a family of MSP’s whose values are rooted in serving clients and being a part of a community. The staff members and technicians at each location are teams that have been together for decades. They collaborate daily, and are on call around the clock, to serve our client’s needs.

Our locations combined have 100’s of years of experience. We serve the law firm or doctors office next door, and we are also able to scale teams in a matter of days to meet the needs of the largest businesses with the most complex technology needs.

No matter your industry, we have the certified staff members and experience to make you, and keep you, compliant.

Our joined forces across locations and network of constantly connected technicians, allow us to serve you better and faster, and offer the services of teams of people for a fraction of the cost of one full-time IT employee.

The BrightWorks IT team of consultants, vCIO’s, vCTO’s, techs and contractors are here to help, give us a call.

Location:Wixom, MI | Type: Full-Time | Reports to: VP of Operations

Brightworks IT is a growing managed services provider delivering IT support, cybersecurity, and cloud services to hundreds of clients across the Northeast, Mid-Atlantic, and Midwest. Our regional offices support law firms, manufacturers, healthcare organizations, staffing agencies, and professional services clients with proactive IT management and responsive expert support.

We are hiring a Level 3 Technical Lead to be the senior technical anchor for our Wixom team. You will own our most complex client escalations, mentor Tier 1/2 engineers, and act as the point of contact for our largest and most technically demanding accounts.

You are the person the team calls when the fix isn't in the runbook — server migrations, network redesigns, Active Directory rebuilds, security incident response, and the difficult client conversations that come with them.

• Own Escalations: Serve as the highest technical escalation point for the Wixom team; take ownership of the tickets that Tier 1/Tier 2 can't resolve and drive them to closure
  
• Lead Projects: Scope, plan, and execute infrastructure projects — server deployments, M365 tenant migrations, network refreshes, firewall replacements, backup/DR implementations
  
• Mentor the Team: Coach mid-level engineers through hard problems; review their work, run tech-share sessions, and raise the technical bar of the office
  
• Client Relationships: Act as the trusted technical advisor for a portfolio of key accounts, including quarterly reviews, roadmap conversations, and standards enforcement
  
• Architecture & Standards: Contribute to Brightworks' standards for Windows Server, M365, networking, security tooling, and backup; help shape how we deliver at scale
  
• Security Incident Response: Lead investigation and remediation of EDR incidents, phishing events, and account compromises, working alongside our SOC partner
  
• Own the Hard Tickets: Manage a complex ticket queue in ConnectWise Manage; document thoroughly, communicate proactively, and hit SLA on P1/P2 work
  

• 5+ years in IT support, systems engineering, or MSP environments — with at least 2 years at a senior/lead level
  
• Deep expertise in Windows Server (2016–2022), Active Directory, Group Policy, DNS, DHCP, Certificate Services
  
• Advanced Microsoft 365 administration — Exchange Online, Entra ID (Azure AD), Conditional Access, Intune, SharePoint, Teams
  
• Strong networking background — firewalls (SonicWall, Fortinet, Meraki), VLANs, VPN (site-to-site + client), routing/switching fundamentals
  
• Experience leading infrastructure projects end-to-end — scoping, planning, executing, documenting
  
• Comfortable owning client-facing conversations — you can explain a technical trade-off to a non-technical executive without losing either side
  
• Hands-on with RMM/PSA tooling — ConnectWise Manage, Kaseya, Datto RMM, ConnectWise Automate
  
• PowerShell proficiency for automation and administration
  
• Ability to work onsite in Wixom with occasional travel to client sites in the region
  

• Microsoft certifications (MS-102, AZ-104, AZ-500, or MCSE)
  
• CompTIA Security+, CySA+, or equivalent
  
• Experience with SentinelOne, CrowdStrike, or similar EDR platforms
  
• Familiarity with Datto BCDR, Veeam, Axcient for backup/DR
  
• Prior MSP experience — you understand ticketing, dispatch, and utilization targets
  
• Experience with VMware/Hyper-V virtualization
  

• Competitive salary — $95,000 – $130,000 annually, based on experience and location
  
• Certification reimbursement and paid study time
  
• Health, dental, and vision insurance
  
• 401(k) with company match
  
• Real leadership opportunity — you will shape how the Wixom office operates
  
• Direct exposure to executive leadership; growth path into Principal Engineer or Regional Technical Manager
  

Brightworks IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.