Service Centre Support Lead

Overview

In this role you will oversee the Service Centre operations across Birmingham and London, coordinating remote and onsite Workplace Support to ensure seamless service delivery. You will balance resource allocation, monitor channel health, and drive improvements in knowledge, processes, and automation to enhance the employee experience. You’ll work closely with multiple teams to deliver consistent, high-quality support and steer long-term resolution strategies. This is a hands-on, cross-functional role in a growing, global technology services business.

Pay / Benefits

• flexible work options
• learning and development opportunities
• wellbeing and support for employees

Responsibilities

• Monitor channel and queue health across phone, chat, portal and walk-up to identify unassigned work, aging tickets, SLA risk, and coverage gaps
• Manage day-to-day resources between remote and physical support to operate as one team
• Maintain service continuity and channel coverage, adjusting allocations and escalating priorities when needed
• Review closed tickets and service data to identify demand patterns and avoidable activity
• Coordinate service recovery for negative feedback and unresolved responses, using insights to drive improvements
• Own service experience insights and ensure a consistent, seamless experience across channels
• Analyze recurring issues to understand underlying causes and long-term resolution approaches
• Drive knowledge quality with EUC, Service Management, DEX, Automation and resolvers to reflect approved methods
• Identify opportunities to reduce avoidable demand through knowledge, training, self-service, and automation
• Prepare weekly demand reviews and monthly data packs on problems, knowledge, experience and trends
• Maintain improvement action logs with owners and progress, feeding insights into coaching and standards
• Support cross-skilling towards a multi-skilled Workplace Engineer pool
• Provide operational updates to stakeholders on queue risks and improvement opportunities
• Ensure resilience for attendance management while remaining an active resolver

Key requirements

• Typically 3+ years in service desk, workplace or deskside support, ITSM or service operations
• Strong practical ServiceNow ITSM experience including queue management, SLA monitoring and data interrogation
• Strong analytical and systems-thinking skills to identify trends across tickets and escalations
• Broad understanding of End User Compute and Modern Workplace concepts (Windows, Microsoft 365, identity, endpoint management)
• Strong knowledge management and documentation skills to create reusable knowledge
• Continual improvement mindset to translate demand into training, self-service or automation
• Strong customer communication, service recovery, organisation and follow-through, with ability to engage multiple teams
• Clear written and verbal communication to produce concise review packs and explain evidence-led findings
• Desirable: experience in Managed Services or multi-vendor environments
• Desirable: Nexthink or similar Digital Employee Experience platform
• Desirable: experience handling Problem/Knowledge/Continual improvement or service quality reviews
• Desirable: Excel/Word proficiency for demand and trend reporting
• Desirable: knowledge of Intune, Entra ID, PowerShell, Power Automate
• Desirable: ITIL, ServiceNow, Microsoft or service management certifications

• strong communication
• stakeholder engagement
• problem-solving
• ServiceNow ITSM
• Nexthink
• ITSM tooling

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