Hybrid Service Desk Lead - People & Process Champion

Dunelm; Leicester; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Dunelm, the UK's leading homeware retailer, is seeking a Service Desk Lead in Leicester on a 12-month fixed-term contract. You will lead a team of service desk technicians, set objectives, and ensure high service levels to support colleagues across the business.

You will implement ITIL-aligned processes, drive improvements, manage incidents and escalations, and collaborate with the Support Principal to align with business needs. Hybrid work with at least one day in Leicester office.

Qualifications

• Proven experience leading a busy Service Desk or IT Helpdesk in a live environment.
• Strong coaching, performance management and difficult conversations.
• Solid understanding of ITIL 4 and service-management practices.

Responsibilities

• Lead and line-manage a team of Service Desk technicians with clear direction and accountability.
• Set objectives, hold regular one-to-ones and performance reviews, and create development plans.
• Lead an inclusive, high-performing team culture with routine feedback and recognition.
• Oversee daily Service Desk performance, workload and wellbeing using data to prioritise action.
• Collaborate with the Support Principal to review and improve ITIL-aligned incident, request, problem, and knowledge-management processes.
• Identify recurring issues and root causes and track improvements to measurable outcomes.
• Maintain service levels, manage escalations and complex issues with recovery plans.
• Drive process-improvement initiatives including automation and knowledge management.
• Provide hands-on support during busy periods and high-impact issues.
• Build strong relationships across Technology and the business to remove blockers.

Skills

Team leadership

ITIL 4

Incident management

Stakeholder management

Windows & macOS support

Education

ITIL Certification

Tools

ServiceNow

Microsoft 365 Admin

Job description

Dunelm, the UK's leading homeware retailer, is seeking a Service Desk Lead in Leicester on a 12-month fixed-term contract. You will lead a team of service desk technicians, set objectives, and ensure high service levels to support colleagues across the business.

You will implement ITIL-aligned processes, drive improvements, manage incidents and escalations, and collaborate with the Support Principal to align with business needs. Hybrid work with at least one day in Leicester office.