Role Purpose: Lead the Technology Service Desk team to provide a high-quality service to Cala employees that quickly resolves Technology related issues through a friendly and professional customer-focussed approach. Key responsibilities: Define and operate an effective end-to-end incident management process. Identification of key measures to continually track and improve the service. Line management of the Technology Service Desk Engineers Develop effective relationships with regional Office Managers to understand the Technology service performance in the regional Cala locations. Coach and develop help desk team by role modelling ‘what good looks like’ in terms of: An agile mindset and approach to continuous improvement. Excellent customer service regardless of channel used. Effective information capture, triage, and pattern analysis. Ticket management, liaison with other 3rd line teams to resolve (SMEs) Focus on a successful outcome rather than a task-based view. Managing a team rota to ensure service and location coverage. About You Key attributes required: Customer-service oriented with a positive, professional, problem-solving approach. Ability to motivate team and drive standards through coaching and proactive performance management at an individual and team level. Resilient with the ability to keep calm and maintain focus whilst under pressure to deliver. Key Knowledge, Skills, and Experience required: Proven experience operating within a Customer Service environment. Team leadership and individual performance management. Data-led continuous improvement of key processes and ways of working. Solid technical background with an ability to manage non-technical stakeholders. Experience of configuring and using Freshservice is highly desirable. Support provided: The Service Desk fits within the wider Service Delivery team who are responsible for the provision of all Workplace Technology to Cala staff and contractors. This includes key processes e.g., Joiner-Mover-Leaver (JML), hardware provision including laptops, tablets, phones, and core workplace software applications e.g., Microsoft 365, Adobe, etc. The Workplace Technology Manager provides support in managing relationships and service improvement with key suppliers that underpin JML, mobile telephony, and site-based connectivity. The Service Delivery team has a roadmap of improvements that will upgrade, consolidate, and improve the maintainability of the Cala Technology estate. We recognise that a diverse team makes us a stronger and more successful company. We value different ideas and perspectives as it helps improve our decision-making, products and services. And we’re striving to create an inclusive work environment, in which everyone can feel comfortable as themselves, uniquely contribute and do their best work. If we need to adjust anything in our recruitment process to support you, please contact [email protected] About Us The Cala Group is a major UK housebuilder and leading provider of desirable new homes across Scotland, the South of England & Midlands. Driven by a mission to create vibrant and sustainable new communities, our homes are characterised by exceptional design and sector-leading build quality, and we have a passion for providing our customers with a great home buying experience. This is an exciting time to be at Cala. Our approach to sustainability and technology is undergoing a dramatic transformation, and we’re aiming to create an industry-leading experience for both our staff and customers. At Cala, you can expect to be part of an environment which allows you to do meaningful work, while offering opportunities for personal growth. Our goal is to be the favoured employer in our industry and beyond. We encourage applications from those who want to be part of a culture where they can thrive, feel a sense of belonging and be comfortable being themselves at work.