General Building jobs in Cricklade

Purpose: This role sits within our Service Desk team and provides operational excellence through timely and efficient management and resolution of client requests, contributing to organisational success through ensuring high levels of client satisfaction. All team members are expected to embody and demonstrate Inflection Point’s core values: People Centric, One Team, Integrity, Never Settle and Thrive Together, acting with integrity, fostering collaboration, driving improvement and keeping clients at the heart of everything we do.

Key duties: Lead, manage, and develop service desk staff, ensuring alignment with company values and policies.

• Oversee onboarding, training, and career progression for engineers.
• Ensure incidents and requests are managed to a high standard, meeting SLA and KPI targets.
• Act as the escalation point for internal and external queries and manage escalations effectively.
• Handle customer complaints, implementing improvements to enhance service quality.
• Serve as Incident Manager for major (P1) issues and conduct post-incident reviews.
• Manage resources for on-site visits, out-of-hours support, and business continuity.
• Maintain and improve service desk processes, tools, and documentation.
• Collaborate with vendors and internal departments to resolve issues and improve service delivery.
• Drive continuous improvement initiatives.
• Champion EOS disciplines and B Corp commitments within the Service Desk, embedding them into team priorities, measures and ways of working.
• Represent the company professionally, building relationships with vendors, customers, and prospects.

Essential requirements - qualifications, skills, abilities, and experience: Experience in a service desk or technical support within a MSP (Managed Service Provider) environment.

• Previous line manager and leadership experience.
• Effective verbal and written communication skills.
• Ability to manage and prioritise multiple priorities, whilst role modelling leadership skills.
• Good understanding of ITIL (Information Technology Infrastructure Library) and incident management processes.

Special conditions:

• The post holder should be prepared to adapt to circumstances that may arise from time-to-time due to changing client needs.

Roles and Responsibilities:

• Onboarding all new engineers
• Exemplify company values and lead by example.
• Comply with all Inflection Point policies and procedures.
• Provide leadership and management to the Service Desk (L1 & L2), embedding EOS disciplines within the team through clear accountabilities, measurable priorities and consistent ways of working.
• Own the Service Desk contribution to the EOS Scorecard, ensuring agreed KPIs are accurate, reviewed regularly and supported by clear corrective actions where performance is off track.
• Support quarterly EOS planning by contributing team priorities and Rocks, maintaining focus on delivery and escalating issues for resolution through the appropriate EOS meeting structure.
• Complete regular and formal 1-1s with team as per internal policy, building training and progression plans and recommending career progression pathways.
• Managing the offboarding of engineers.
• Ensure that all incidents and requests are logged, progressed, tracked and concluded to a high standard, meeting customer expectations.
• Manage and monitor escalation of tickets where appropriate.
• Assist with ITSD Incidents and Requests where necessary.
• Initial point of contact for internal and external service queries.
• Participate in quarterly business review and service review calls with customers as appropriate (on-site when required).
• Writing standards and expectations for ticketing.
• Oversee the handling of customer complaints and negative feedback, including following up and implementing changes to improve service where necessary.
• Undertake the role of Incident Manager for major incident (P1) issues as appropriate and conduct all reviews of P1 incidents, following company guidelines and procedures.
• Provide and review management reporting, including individual and team KPIs and SLA compliance.
• Manage out-of-hours resourcing.
• Allocate resourcing for site visits, liaising with other managers within the business as necessary to enable business continuity.
• Oversee customer documentation, including training, quality assurance and handover from onboarding.
• New service acceptance, including communication, analysis of new products and training staff on implementation and support.
• Champion Inflection Point’s B Corp commitments within the Service Desk, ensuring social and environmental considerations are reflected in team decisions, processes and service improvements.
• Identify, track and provide evidence of relevant Service Desk impact measures and improvement activity to support B Corp reporting, assessment and recertification requirements.
• Promote responsible use of resources, including reducing avoidable waste, supporting equipment reuse and recycling processes, and encouraging environmentally conscious working practices.
• Help create an inclusive, respectful and accountable team culture, encouraging employee participation in company impact initiatives and ensuring concerns or improvement ideas are raised appropriately.
• Responsibility for ensuring site compliance, including dress code, etiquette, communications, arrivals & departures and general conduct.
• Ensuring that all Service Desk staff are aware of and enact company policies and procedures.
• Represent the company professionally at events, building strategic relationships with vendors, customers and prospective customers.
• Identify and resolve issues and bottlenecks in cross-department operations and resolve any issues as appropriate.
• Continuous improvement of services based upon industry’s best practice models, proactively looking to implement service improvements.
• Primary ownership of Service Desk processes and tooling.
• Identifying and resolving problems and identification of trends to include PSA, RMM and commercial products.
• Work with vendors, including escalating issues and requests as appropriate.
• Work with Head of Operations to ensure compliance, including DPA (2018) compliance, ISO27001 compliance and industry best practice.
• Participation in change control processes, including the Change Advisory Board.

Pay: £40,000.00-£50,000.00 per year

Benefits:

• Company events
• Company pension
• Health & wellbeing programme
• On-site parking
• Paid volunteer time
• Work from home

Work Location: Hybrid remote in Chippenham SN15 5FD