Digital Support Team Lead

14 hours ago


Upper Langwith, Derbyshire, United Kingdom Frasers Group Full time
About the Role:

We are looking for a Digital Support Team Lead to join our IT department. As a key member of the team, you will be responsible for managing and leading the service desk team, fostering a positive and collaborative work environment.

You will be responsible for monitoring reports such as response times, first contact/first time resolution rate and customer satisfaction and taking appropriate action to improve performance. You will also oversee day-to-day service desk operations, ensuring that Service Level Agreements (SLAs) are consistently met.

This role is based on-site 5 days a week with occasional weekend work when needed.

Key Responsibilities:
  1. Manage and lead the service desk team, conducting regular one-on-one meetings, performance reviews, and appraisals.
  2. Onboard new analysts and provide constructive feedback and opportunities for professional development.
  3. Monitor reports such as response times, first contact/first time resolution rate and customer satisfaction and take appropriate action to improve performance.
  4. Oversee day-to-day service desk operations ensuring that Service Level Agreements (SLAs) are consistently met.
  5. Develop and execute training programs to enhance technical skills, product knowledge and customer service skills.
Salary:

The estimated salary for this role is £35,000 - £45,000 per annum.



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