Service Desk Lead

Dunelm; Leicester; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading homewares retailer in the UK is looking for a Service Desk Lead to nurture and develop a talented team of service desk technicians. This role involves motivating the team to deliver exceptional support while championing best practices and driving continuous improvement initiatives. Located in Leicester, with a hybrid working policy, this position offers a dynamic environment for strategic and operational excellence while promising career growth opportunities.

Qualifications

• Hands-on, adaptable individual who thrives in dynamic environments.
• Commitment to delivering outstanding business-critical support.
• Ability to balance strategic thinking with operational execution.

Responsibilities

• Lead and develop the service desk technicians.
• Champion best practices for service delivery.
• Drive continuous improvement initiatives.

Job description

Overview

This role will be based in Leicester, and we operate a hybrid working policy. The successful colleague will be required to travel to Leicester on a weekly basis.

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

This is a pivotal position within our Colleague Technology Support team, responsible for nurturing and developing a talented group of service desk technicians. As Service Desk Lead, you will lead by example by motivating and empowering the team to deliver a consistently high-performing, colleague-centric support experience.

You will champion best practice across all aspects of service delivery, driving continuous improvement initiatives that elevate our support standards to industry-leading levels.

Success in this role requires a hands‑on, adaptable individual who thrives in dynamic environments and is committed to delivering outstanding business‑critical support. You’ll be expected to balance strategic thinking with operational execution, ensuring that our service desk remains responsive.

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 also be somewhere you can build a long‑term career that always promises to challenge and excite.

Find your happy place.