Service Desk Lead

This is a 12 month fixed term contract.

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. As the UK's number one choice for homewares, we are focused on winning more hearts and homes by helping more customers create spaces they love.

We have an ambitious plan to double the size of our business, creating exciting opportunities to grow, innovate and improve how we serve our customers. The caring and supportive culture we have built makes Dunelm a place where colleagues can feel at home too, and where everyone can play a part in our future success.

Work your way, together

We're a hybrid business, which means you'll have flexibility alongside time together with your team. In this role, you can expect a minimum of 1 day per week in our Leicester Office helping you stay connected, collaborate and do your best work for our customers.

About the area

This is a pivotal leadership role within our Colleague Technology Support team. As one of two Service Desk Leads, you will manage, coach and develop a team of service desk technicians, creating a supportive environment in which colleagues understand what is expected of them and can perform at their best.

You will take an active, consistent approach to people management. This includes setting clear objectives, holding regular one-to-ones, recognising strong performance and addressing concerns promptly. You must be comfortable having fair, constructive and sometimes difficult conversations, managing performance appropriately and following through on agreed actions.

Alongside your leadership responsibilities, you will strengthen our service-management capability. Using your practical knowledge of ITIL, you will work with the Support Principal to improve incident, request, problem, transition and knowledge-management processes, turning service data and colleague feedback into measurable improvements. You will balance day-to-day operational leadership with longer-term process development, helping the Service Desk remain responsive, resilient and aligned with business needs.

Join our Tech Team and you will contribute to work that makes an impact across the business while building a career that continues to challenge and develop you.