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.

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

• 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.