Colleague Technology Support Lead

Colleague Technology Support Lead – Technical

This is a fully on-site position based out of our Syston, Leicester office.

About us:

Home. There’s no place like it. And there’s no feeling like helping people create the joy of feeling truly at home.

At Dunelm, that’s what we do.

We’re the UK's number one choice for homewares because we make home life lovelier for our customers. And the caring and supportive culture we've created makes this a place you'll feel right at home too.

About the area:

As a Colleague Technology Support lead you will be working for the Tech Support Principal to deliver stable, reliable, and robust IT services for Dunelm.

You will work in conjunction with two Tech Support Leads in overseeing the day-to-day operation and delivery of a high-performing support function. In conjunction with our colleague technology team, you will be expected to manage end user hardware and software resources within the organisation whilst ensuring we have a robust and effective asset management strategy.

As an advocate for best practice, you will drive initiatives to elevate our support teams to industry-leading standards

Your role will span across three support teams: The Service Desk and Tier 2 support who are both hybrid and the Tech Lounge, which is an on-site, face to face support function.

Tech Support forms part of a broader team which consists of:

Automation and Development: This team look at ways in which we can improve our service through the enhancement of “ServiceNow” and improve efficiencies through automation using “UiPath”.

Colleague Technology: A technical team who manage and develop all end user devices, operating systems, and applications.

Behaviours/Values:

Our shared values of 'act like owners', 'keep listening and learning', 'long term thinking', and 'stronger together' help ensure we are always finding better ways of doing things and spending our time focusing on what’s important.

• Customer First
• Taking Responsibility
• Communicating
• Including
• Connecting
• Growth Mindset
• Team Working
• Being Resourceful

The role:

• Alongside our people lead, provide line management for support employees overseeing wellbeing, performance, and career development.
• Provide end to end ownership of all incidents, requests, events, problems and changes within Service Now.
• Ensure our tier two and tech lounge support teams operate efficiently and effectively.
• As the escalation point for technical engineers, you will be responsible for managing complex issues that require advance problem-solving skills.
• Ensure that service level agreements (SLAs) are adhered to, and plans are put in place to remediate SLA breaches.
• Provide on-site VIP and meeting room support at Dunelm’s core offices.
• You will be a key player in establishing better reporting and management of the full lifecycle of IT end user device assets, ensuring effective governance through policies, standards, and controls.
• Work with our colleague technology team to ensure robust processes are in place to record, update, and monitor end user hardware and software within the organisation.
• Track asset utilisation and ensure assets not in use are recovered, inventoried, relocated, or disposed of in accordance with company policies and procedures.
• Monitor and track software assets to recover licences which are not being utilised to prevent future cost increases.
• Initiate equipment repairs and monitor their status for repair and/or replacement.
• Provide input into colleague performance reviews, providing constructive feedback, and assisting the people lead to create individual development plans to support the career advancement of support employees.
• Monitor and evaluate the performance of the team including setting & reviewing performance targets & providing regular feedback.
• Maintain a comprehensive library of relevant documentation for technicians and colleagues.
• Support the transition of new services into support, ensuring support documentation is created and transitional activities are completed.
• Support the tech support principal in continually delivering service improvements to streamline processes and minimise costs.
• Provide cover for the people lead as required.

About the candidate:

Essential Skills

• Significant experience line managing support colleagues.
• Experience leading technical engineers.
• Strong leadership and interpersonal skills, with the ability to inspire and motivate technicians and engineers to achieve their full potential.
• Excellent communication and collaboration skills, with the ability to build effective relationships with stakeholders at all levels of the organisation.
• A commitment to diversity, equality, equity, and inclusion, with a track record of fostering inclusive work environments.
• Comprehensive knowledge of Microsoft and Mac operating systems and Microsoft office suite.

Desirable Skills

• ITIL Foundation Certification.
• Familiarity with Agile methodologies.
• Experience within Service Now or other market leading ITSM suites.
• Experience supporting Office 365, Active Directory, Exchange and Intune.

Join our Tech Team and you’ll not only be part of stimulating projects that are making an impact across our business, but you’ll be also somewhere you can build a long-term career that always promises to challenge and excite.

Find your happy place.

We recruit people from all types of backgrounds, who share our entrepreneurial, hands-on approach to work. We are committed to creating a full inclusive environment that is representative of our customers and locations. We recognise the value and importance in inclusion and diversity and welcome applications from all candidates, regardless of sex, age, race, religion, disability, neurodiversity, gender or sexual identity, socio-economic background or education.