Collaboration Support Engineer

As a Collaboration Service Lead, you will be responsible for the operational health and day‑to‑day management of collaboration services across AV, booking, kiosk, vending, and print domains. Reporting to the Collaboration Domain Owner, you will ensure services are stable, responsive, well‑governed, and continuously improved. This role is critical to maintaining service continuity, leading effective incident and problem management, and driving insight‑led improvements across the end‑user collaboration experience.

You will work closely with support teams, product managers, and vendors to ensure every user touchpoint is reliable, efficient, and well supported.

• Lead incident, request, and problem management across collaboration services, supporting a team of up to 8 support engineers.
• Ensure timely and effective resolution of service disruptions, user requests, and recurring issues.
• Govern and standardise support workflows across AV, booking, print, kiosk, and vending services.
• Provide operational oversight across collaboration service domains, including:
  • AV and conferencing services, covering room technology, hardware, and collaboration platforms.
  • Room and desk booking tools and their integrations.
  • IT vending machines, RF scanners, and digital kiosk platforms.
  • Print services, including infrastructure, secure release, mobile printing, and consumables.
• Maintain service dashboards and reporting for incident trends, service health, and SLA performance.
• Track service usage, support volumes, and root cause patterns to inform service improvements.
• Provide regular reporting and insight to the Collaboration Domain Owner and relevant product teams.
• Act as the escalation point for recurring or complex service issues, leading root cause analysis and problem resolution.
• Work with engineering and vendor teams to implement permanent fixes and prevent recurrence.
• Identify opportunities to simplify support models and enhance the end‑user experience.
• Embed governance across support processes, ensuring clear ownership, escalation paths, and risk management.
• Ensure compliance with accessibility, data protection, sustainability, and audit requirements.
• Maintain service documentation, runbooks, and operational support guides.
• Act as a key liaison between support teams, product managers, and external vendors.
• Ensure vendor performance aligns with agreed SLAs and incident response expectations.
• Coordinate and escalate complex issues across internal and external stakeholders.
• Champion continuous improvement and product‑led delivery practices across collaboration services.
• Use data, dashboards, and user feedback to iterate services, tooling, and support models.
• Align collaboration services with wider digital workplace transformation objectives.

Base location – Hybrid – Clearwater Court, Reading.

Working pattern – 36 hours Monday to Friday.

• ITIL Foundation certification as a minimum.
• Proven experience in IT service management (ITSM), ideally within workplace or end‑user technology environments.
• Strong understanding of incident, request, and problem management frameworks (e.g. ITIL).
• Demonstrated experience in root cause analysis, escalation management, and vendor coordination.
• Strong people management skills with the ability to lead support teams and make effective operational decisions.
• A solid technical background, acting as a subject matter expert across relevant collaboration technologies.

• Deep understanding of ITIL practices, workflows, and service governance.
• Hands‑on experience with ITSM tools such as Service Now, Jira Service Management, or equivalent platforms.
• Ability to create, maintain, and govern support documentation and resolution guides.
• Experience supporting AV hardware (displays, microphones, room kits) and conferencing platforms such as Microsoft Teams Rooms or Zoom.
• Knowledge of secure print solutions, badge release systems, and identity integration.
• Experience with digital signage, kiosk operating systems, and vending telemetry platforms.
• Understanding of NFC, barcode scanners, RF scanners, and touch‑based…