Digital Support Services Director

16 hours ago


Shirebrook, Derbyshire, United Kingdom FRASERS GROUP Full time

Key Responsibilities:

The successful candidate will be responsible for:

  • Leading the service desk team and ensuring that service level agreements are met.
  • Conducting regular team meetings, performance reviews, and appraisals.
  • Providing training and development opportunities to enhance technical skills, product knowledge, and customer service skills.
  • Monitoring reports such as response times, first contact/first time resolution rate, and customer satisfaction and taking appropriate action to improve performance.
  • Overseeing day-to-day service desk operations and ensuring strict adherence to Service Desk processes, procedures, and policies.
  • Acting as a point of escalation for users experiencing issues that cannot be resolved in a timely manner.

We offer a competitive salary of £52,000 per annum, plus a range of benefits including retail discounts, gym membership, and employee welfare programs.



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