Tech Support Principal

2 weeks ago

London, United Kingdom Dunelm Full time

**Tech Support Manager**

**About us**:
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.

The **Tech Support** team comprises 20 Technicians who troubleshoot tech issues and fulfil requests for all our Dunelm colleagues and all 195 locations which includes stores, offices, manufacturing, and distribution centres. Outside of core working hours there is an on-call facility for any emergency issues, ensuring technology is working 24/7.

**The Team**:
We support a wide range of hardware and software, with tickets being raised via phone calls, our self-serve portal or walk ups to our “Tech Hub” in the Store Support Centre office.

Tech Support forms part of a broader team which consists of:
**Automation and Development**: This team look at ways in which we can improve our service through the enhancement of “ServiceNow” and improve efficiencies through automation using “UIPath”.

**The Role**:
As **Tech Support Manager **you will be leading a team of technicians who are key to keeping our business running.

This is a senior management role within Dunelm and is accountable for ensuring we have the right people with the relevant skills, available to support the technology which keeps our business running 24/7.
- Run a team of 20 colleagues responsible for the first line support of all Dunelm tech hardware and software.
- Line management duties for two team leaders.
- Responsible for the recruitment and development of all team members
- Responsible for the team strategy, aligning to changing business requirements.
- Own and develop the Incident, Problem, Change, Knowledge, and Transition processes.
- Carry out Major Incident Management duties, including being part of a rota our outside of core office hours. Ensuring actions are determined and owned post-incident.
- Be a secondary point of escalation for any tickets outside of SLA or which are causing a critical business impact.
- Own the IT Service Management tooling (“ServiceNow”) and have input into its development.
- Ensure tooling is fit for purpose and conforms to the requirements of the support team e.g., Telephony (“Vonage”).
- Agree team KPIs and ensure adherence.
- Regularly report on service performance and look to reduce incidents based on trending and problem detection.
- Set and review internal SLAs and OLAs with 3rd parties, reviewing any related contractual SLAs.
- Input into 3rd party supplier reviews and challenge adherence to agreed service, where applicable.
- Responsible for purchasing tech hardware and running the related budget.

**Essential skills**:

- Experienced in leading first line technology support teams, in a similar role.
- Experienced in improving processes related to running a technology support team, such as ITIL.
- A good understanding of technical issues and how to troubleshoot.
- Excellent people management skills with a focus on development and mentoring.
- Great communicator at both team level and with senior stakeholders.
- Highly self-organised and motivated.
- Exceptional customer service orientation.
- Experience with “ServiceNow” and “Vonage Contact Centre” would be beneficial

**Behaviours We Like**

To be successful in this role, the following behaviours from our framework are key:

- Teamworking
- Communicating
- Adapting
- Customer First
- Taking Responsibility
- Being Resourceful

Our shared values of '**act like owners**', '**keep listening and learning**', '**long term thinking**', and '**stronger together**' help ensure we are always finding better ways of doing things and spending our time focusing on what’s important.

This role is based out of our Syston, Leicester office head office with flexible working & occasional client site visits. A full driving license is essential for this role.

Find your happy place.

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