Lead Support Engineer; Managed Services

Lead Support Engineer (Managed Services)

Join to apply for the Lead Support Engineer (Managed Services) role at Fly Form

Location: UK Remote (with occasional travel to Cardiff HQ and customer/partner sites)

Salary: £55,000 - £60,000

• Flexible / Home Working: A large portion of Fly Formers work from home, so providing you have a strong and safe internet connection; we dont mind where in the UK you work. We still value face‑to‑face interaction and celebrating success as a team; so expect some travel to client site, partner offices or our Cardiff office.
• Birthday Off:
  Alongside 25 days of annual leave (plus Bank Holidays of course) you'll also get your birthday off to celebrate.
• Private Healthcare:
  Full healthcare via Vitality for you and your family.
• Life Assurance: x4 your base salary
• Enhanced Parental Leave: 13 weeks full pay, 13 weeks half pay and 13 weeks SMP for Maternity. Secondary care givers will be provided with 4 weeks full pay for Paternity.
• Pension:
  We'll match what you put into your pension, up to 5%.
• An end of year thank you:
  Discretionary end of year Bonus and/or pay reviews to say thanks for all your hard work over the year.
• Certifications:
  
  We'll fully support you with your personal development, we run bi‑annually personal development goals which are set between each individual and their line manager.

As a Service Now Lead Support Engineer, you will take ownership of technical delivery and support for shared services clients within our Managed Services portfolio. You will lead platform troubleshooting, manage high impact incidents, oversee upgrades and patches, and drive stability, performance and service improvements across client environments. Beyond reactive support, you will champion continuous service improvement, identifying opportunities to mature client platforms, reduce recurring issues, and accelerate value realisation.

This role calls for someone who sets a high bar for themselves and others, brings clarity to complexity, and earns trust through delivery. An A-Player mindset is essential: you dont just keep services running, you push them forward with intent, evidence, and measurable progress.

You will support, coach and provide technical guidance to more junior members of the Managed Services engineering team when needed, acting as a mentor, escalation support partner, and a quality checkpoint for shared knowledge, troubleshooting methods and capability growth. You will work closely with the Managed Services Manager to help define, strengthen and mature shared service offerings, contribute technical input into service improvements, and provide occasional support to pre‑sales activity, solution shaping and internal capability discussions.

You will collaborate closely with leading Technical Consultants from Professional Services, who will provide architectural guidance, quality assurance support, and platform best practice alignment where needed. You may lead client technical delivery independently at times, with structured support available from the wider team.

• Act as a senior technical escalation point for Service Now platform support, performance issues, complex configurations and integrations
• Lead troubleshooting for high impact incidents, ensuring structured root cause analysis and practical remediation planning
• Oversee Service Now upgrades, platform releases and security patches across Managed Services client environments
• Support automation and optimisation improvements that reduce manual effort and improve operational reliability
• Partner with stakeholders to ensure technical delivery is clear, pragmatic and aligned to client needs
• Maintain and improve technical documentation, runbooks and internal knowledge articles
• Support enterprise integrations including API behaviour, authentication flows (OAuth, SAML, REST, SOAP) and data movement
• Monitor platform health and performance, identifying risks before they become service blockers
• Contribute technical insight into internal service strategy, tooling improvements, pre sales shaping, and capability reviews
• Support resource planning, quality alignment, and delivery governance in collaboration…