Senior IT Support Lead – Retail & E‑Commerce

The Dune Group; Greater London; Hybrid; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Blended working

60% staff discount on Dune products

25 days holidays

Pension scheme

Life assurance

Cycle2work

Employee assistance programme

Team socials

Job summary

The Dune Group, based at our London Head Office, is seeking a Senior Support Analyst to join the IT Operations team. You will be the senior escalation point for IT issues, supporting users, business-critical applications, and e-commerce platforms across stores, the Distribution Centre, and head office.

You will mentor junior staff, collaborate with Service Desk and 3rd line teams, and help drive service improvements in a fast-paced retail environment.

Qualifications

• Experience in a business user facing Service Desk.
• Experience with a ticketing system (e.g. Citrix, Freshworks, ServiceNow, Remedy, SupportWorks).
• Broad Retail IT experience across stores and digital channels.
• Knowledge of ecomm platforms such as Salesforce or Shopify.
• Ability to learn new technologies quickly.

Responsibilities

• Act as a key IT contact for Head Office staff, providing support via ticketing, phone, and in person.
• Manage, troubleshoot, and resolve incidents and service requests to minimise disruption.
• Provide 2nd line support for digital, e-commerce, ERP, CRM, and DAM platforms.
• Support over 500 users across desktops, apps, AD, and core IT services.
• Assist retail stores with EPOS and payment systems, and foreign offices.
• Collaborate with 3rd line teams and external suppliers on prioritisation and resolution.
• Drive service improvement through reviews, documentation, and knowledge sharing.
• Participate in out-of-hours support and travel to remote sites including Leicester DC.

Skills

Service Desk

2nd Line Support

Retail IT

E-commerce platforms

Salesforce

Shopify

CCNA

MCP

Tools

Citrix

Freshworks

ServiceNow

Remedy

SupportWorks

Active Directory

Job description

The Dune Group, based at our London Head Office, is seeking a Senior Support Analyst to join the IT Operations team. You will be the senior escalation point for IT issues, supporting users, business-critical applications, and e-commerce platforms across stores, the Distribution Centre, and head office.

You will mentor junior staff, collaborate with Service Desk and 3rd line teams, and help drive service improvements in a fast-paced retail environment.