Back to Job SearchThe team you'll be working with:
The Service Centre Support Lead reports to the Service Centre Manager and is responsible for operational management of the Service Centre, covering remote and onsite Workplace Support across Birmingham and London.
Responsible for day-to-day operational direction of the team, channel and queue health, immediate deployment of resources between remote and physical support, and maintenance of service coverage.
What you'll be doing:
- Monitor channel and queue health across phone, chat, portal and walk-up, identifying unassigned work, ageing tickets, SLA risk, workload imbalance, coverage gaps and other service control issues.
- Manage resources day to day between remote and physical support according to demand, location, coverage and skills, operating the Service Centre as one team.
- Maintain service continuity and appropriate channel coverage through the day, adjusting allocation at short notice and escalating to the Service Centre Manager where priorities or resource conflicts cannot be resolved operationally.
- Review closed tickets and service data to identify patterns in demand, repeat contacts, handling effort, resolution quality, escalations, reassignment and avoidable support activity.
- Coordinate service recovery for negative Nexthink closure feedback and unresolved responses, while using feedback themes to identify wider service improvements.
- Own service experience insight day to day, ensuring employees receive a consistent experience whichever channel they enter through, with seamless, warm hand-offs between remote, physical and specialist resolution.
- Look beyond the immediate fix to understand why recurring issues exist, where support could have been delivered better and whether the current resolution approach is the right long-term method.
- Drive the quality and accuracy of Service knowledge, working with EUC, Service Management, DEX, Automation and resolver specialists to ensure articles reflect approved, technically sound support methods.
- Identify opportunities to reduce avoidable demand through better knowledge, training, process change, self-service, DEX-led remediation or automation, using ticket evidence to support prioritisation.
- Prepare the weekly demand review and monthly Problem / Knowledge / Experience data pack, translating service data into clear trends, improvement candidates and recommended actions.
- Maintain the improvement action log and ensure Problem, Knowledge, training, DEX and automation actions have owners, dates and visible progress, feeding recurring themes back into analyst coaching and standards.
- Support the move towards a multi-skilled Workplace Engineer pool by identifying cross-skilling needs, building capability through knowledge, coaching and standards, and removing unnecessary separation between remote and physical support.
- Provide clear operational updates to the Service Centre Manager and relevant stakeholders, highlighting queue risks, repeat demand, improvement opportunities and blockers.
- Provide leave and sickness resilience for operational control activities while remaining protected from routine allocation as a fully utilised ticket resolver.
What experience you'll bring:
- Typically 3+ years of experience across service desk, workplace or deskside support, ITSM, End User Compute or service operations, with a practical understanding of how support demand flows from initial contact through to resolution and closure.
- Strong practical experience of ServiceNow or a comparable ITSM platform, including queue management, SLA monitoring, reporting, ticket quality and interrogating service data beyond headline dashboards.
- Strong analytical and systems-thinking skills, with the ability to identify trends across ticket volumes, repeat contacts, handling effort, resolution notes, escalations, feedback and recurring support behaviours.
- A broad practical understanding of End User Compute and Modern Workplace concepts, including Windows, Microsoft 365, identity and endpoint management, sufficient to recognise when a workaround or historic method may not be the correct long-term approach.
- Strong knowledge management and documentation skills, with the ability to turn technical input and operational learning into accurate, structured and reusable knowledge that analysts can confidently follow.
- A continual improvement mindset, able to translate recurring demand into opportunities for better knowledge, training, self-service, proactive remediation, process improvement or automation and connect these to measurable service outcomes.
- Strong customer communication, service recovery, organisation and follow-through skills, with the confidence to engage multiple teams, maintain action ownership and escalate where improvement activity stalls.
- Clear written and verbal communication skills, with the ability to produce concise review packs, explain evidence-led findings and engage both operational analysts and technically experienced stakeholders.
Desirable:
- Experience working in a Managed Services, enterprise or multi-vendor support environment.
- Practical exposure to Nexthink or a comparable Digital Employee Experience / customer feedback platform.
- Experience supporting Problem Management, Knowledge Management, continual improvement or service quality review processes.
- Good working knowledge of Excel, Word or similar tools for demand analysis, trend reporting and benefit tracking.
- Awareness of Microsoft Intune, Entra ID, PowerShell, Power Automate or comparable endpoint and automation technologies.
- Relevant ITIL, ServiceNow, Microsoft or service management certification.
Who we are:
At NTT DATA, you have endless opportunities to think big, act bold and take ownership. As a $30+ billion business and technology services, AI and digital infrastructure leader, we co-innovate solutions with clients and partners globally for business and societal impact. Serving 75% of the Fortune Global 100, with experts in over 70 countries, we encourage experimentation and recognize great work. Proudly a Global Top Employer, NTT DATA is part of NTT Group, which invests over $3 billion annually in R&D. Make this the place where you belong, learn, and build your network. Make this the place where you grow.
what we'll offer you:
We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.
You can find more information about NTT DATA UK & Ireland here: https://uk.nttdata.com/
We are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us, during the application process, that they have a disability and meet the minimum requirements for the role. If you require any reasonable adjustments during the recruitment process, please let us know. Join us in building a truly diverse and empowered team.
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“Upon joining the NTT DATA UK family, you will experience a culturally diverse organisation living our values of Clients First, Teamwork and Foresight as we partner with our customers every day.
At NTT DATA UK, we are proud to support and invest in our people. We offer a variety of rewarding career paths and opportunities to develop professionally - with access to cutting edge innovation.”
Niccolo Spataro, CEO, NTT DATA UK
