Colleague Technology Support Lead – People

Colleague Technology Support Lead – People

This is a hybrid role based from home and our office in Leicester.

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

Your primary focus will be line management, career development, coaching and mentoring.

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.

You will either come from a technical background, or have a keen interest in tech. You will work closely with two technical leads to provide our colleagues with the tools and support they require to unlock their full potential.

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

• Provide line management for support employees overseeing wellbeing, performance, and career development.

• Conduct regular performance reviews, provide constructive feedback, and establish individual development plans to support the career advancement of support employees.

• Ensure compliance with company policies, procedures, and regulations related to performance evaluation, talent management, and career development.

• Report and monitor individual and team performance.

• Regularly review and update the skills matrix and career framework to define an effective learning and development programme to unlock potential and frow the confidence and expertise of colleagues within support.

• Collaborate with the CTS principal and leads to attract and source the best candidates from diverse backgrounds.

• Alongside the two technical leads, provide end to end ownership of all incidents, requests, events, problems and changes within Service Now.

• Ensure that service level agreements (SLAs) are adhered to, and plans are put in place to remediate SLA breaches.

• Support the technical leads in maintaining 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.

• Stay informed with industry trends and best practice to identify and implement continual service improvements.

• Provide cover for technical leads as required.

• Foster a culture of collaboration, excellence, and transparency.

About the candidate:

Essential Skills

• Significant experience line managing support colleagues.

• Experience in recruiting and onboarding colleagues.

• 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.