Collaboration Support Engineer - Reading, Berkshire

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.

What you’ll be doing as a Collaboration Service Lead:

• 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.

What you should bring to the role:

• 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.

Essential technical skills and experience:

• Deep understanding of ITIL practices, workflows, and service governance.
• Hands-on experience with ITSM tools such as ServiceNow, 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 interfaces.
• Experience with booking platforms such as GoBright, Microsoft Bookings, or custom-built solutions.
• Experience managing service catalogues, incidents, and changes within ServiceNow or Jira.
• Ability to evaluate, onboard, and govern OEMs, logistics providers, and service partners.
• Comfortable managing provisioning, rollout planning, and decommissioning workflows.
• Familiarity with audit trails, policy enforcement, accessibility standards, and compliance reporting.
• Ability to interpret telemetry, usage trends, and service health metrics to drive data-led decisions.

Desirable experience:

• Experience operating within large, complex enterprise environments.
• Exposure to digital workplace transformation programmes or product-led service models.
• Experience driving continuous improvement initiatives using service data and user insight.

What’s in it for you?

• Competitive salary up to £50,000 per annum depending on experience.
• Annual Leave - 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays).
• Performance-related pay plan directly linked to both company and individual performance measures and targets.
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of yourself and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.