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Dunelm
Colleague Technology Support Lead
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Dunelm
Colleague Technology Support Lead
Leicester
In office
Description
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.
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.
What you’ll be doing
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.
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.
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
Life at
Dunelm
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Culture overview
We're here to help our customers create the joy of feeling truly at home. Join us and you'll find our caring and inclusive culture makes this a place you'll feel right at home too. Learn Wherever you work with us and in whatever role, you'll have every opportunity to keep on learning and keep on growing. Thrive We'll take care of you, and make sure your everyday needs are met, so you can focus on doing a great job and being the best version of you. Belong We embrace diversity in all its forms. We'll celebrate the individual you are and value the unique contribution you bring. Colleague Networks All of our colleagues have the opportunity to be part of our four colleague networks. These are Disability & Neurodiversity, LGBTQ+, Gender Equality and Ethnicity & Race. Each network has co-chairs and an exec sponsor who work closely with us to ensure that we are a workplace where everyone feels supported, celebrated, valued and heard. A chance to give something back We're serious about our role in society. Each of our stores is partnered with a local charity and has its own community Facebook page. And we offer our Pausa Cafés for free to local community groups. We're also proud partners of the mental health charities, Mind (UK and Wales), SAMH (Scotland) and Inspire (Northern Ireland). And each year, we'll give you a day's paid leave to support a charity that matters to you. Work your way We have adapted our ways of working to make sure everyone can feel at home wherever they work. For many colleagues at our Head Office in Leicester and our Central London hub that now includes working on a hybrid basis, combining days in the office with time spent working at home or elsewhere across the business.
Employee benefits
Bonus Scheme
Childcare Vouchers
Flexible Working
Free Parking
Laptop
Learning Allowance
Life Insurance
Pension
Private Healthcare
Share Options
Wellbeing Programme
Office vibe
Birthday Off
City Centre
Hackathons
Office Dog
Open Plan
Social Events
Location
Tech at
Dunelm
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Leadership
John Gahagan
Chief Technology and Information Officer
Tech overview
Our Tech, Digital and Data teams are transforming literally every aspect of our business – from the way we manage and make use of our data, to the relationships we share with our customers. Already, their impact has been felt across the business, and indeed by our customers. But this is just the start and we know there are bigger opportunities ahead. Check out our tech blog for tales behind our talented teams: https://engineering.dunelm.com/ Keep on growing Join us on the tech side and you'll have access to a huge array of learning and development opportunities, including a variety of internally created workshops and externally accredited courses. We also have a substantial tech-specific budget to fund e-Learning licenses, conference visits, resources, and qualifications, plus dedicated mentors, well-being buddies and a wide range of network groups to support you as you progress.
Engineering principles
Agile Process
Code Reviews
Communication and collaboration
Continuous delivery
Continuous Development
Continuous integration
Infrastructure as code
Mentoring
Micro services
Pair programming
Scrum
Test Driven Development
Unit testing
Company tech stack
javascript
aws-lambda
graphql
react
typescript
jest
nodejs
sql
python
java
Dunelm
Colleague Technology Support Lead
Leicester
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