Service Desk Lead - Hybrid IT Support & People Leader

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

Job summary

A leading homewares retailer is seeking a Service Desk Lead to nurture and develop a talented group of service desk technicians in Leicester. The role involves overseeing team performance, driving continuous improvement, and ensuring compliance with service delivery standards. Candidates should have significant experience leading IT Helpdesks, strong leadership skills, and familiarity with ITIL frameworks. This position provides a hybrid work option and is pivotal for enhancing colleague support across the organization.

Qualifications

• Significant experience leading an IT Helpdesk or Service Desk.
• Experience of coaching and mentoring staff.
• ITIL V3/4 Certifications or relevant experience.

Responsibilities

• Provide line management for Service Desk Technicians.
• Conduct regular performance reviews and provide feedback.
• Monitor team performance and provide statistics.

Skills

Leadership

Coaching and mentoring

Communication

Technical knowledge of Microsoft and Mac OS

ITIL certifications

Agile methodologies

Tools

Service Now

Microsoft Office Suite

Job description

A leading homewares retailer is seeking a Service Desk Lead to nurture and develop a talented group of service desk technicians in Leicester. The role involves overseeing team performance, driving continuous improvement, and ensuring compliance with service delivery standards. Candidates should have significant experience leading IT Helpdesks, strong leadership skills, and familiarity with ITIL frameworks. This position provides a hybrid work option and is pivotal for enhancing colleague support across the organization.