IT Service Desk Team Leader (Remote Desk)

Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni-channel retailer of Sports Fashion, Outdoors and Gyms with over 60,000 colleagues and over 3,400 stores across several retail fascias in over 30 markets around the world.

JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019 and continues to grow in the UK and internationally.

We want to be the leading global omnichannel retailer in the sports and outdoor industry. To be a part of this successful company and help us to achieve this you will have the desire to ingrain our strategic goals of being a people-led, innovative and customer-focused organisation which provides operational excellence whilst identifying new areas of growth as part of our day to day objectives.

The Service Desk Team Leader is a hands on role, providing day to day supervision of the IT Service Desk. The role

will oversee all IT Service Desk processes, including service requests, incidents and escalations, whilst at the same

time mentoring the team.

Reporting to the Service Desk Manager, the role will act as a bridge between; IT users, IT service support teams

and third parties, to resolve incidents within SLA and KPI targets, escalating where appropriate and in good time.

The working environment requires leadership, communication and to a lesser extent technical skills, to provide high levels of IT support and service, across a wide range of end user technologies.

This role is responsible for two of our remote service desk teams (India and Romania). The Service Desk Manager works with the local in country leads to assist them with local knowledge, processes and HR procedures. The Service Desk Manager will visit their teams over the course of the year ensuring they maintain strong working relationships.

The purpose of the role is to efficiently coordinate IT incidents and requests that require intervention or assistance, to see them through to resolution, whilst leading investigations involving internal and third party IT teams.

The role ensures all incidents and requests are managed within the relevant service level agreements (SLA's), whilst also managing any customer or internal escalation that may be required. Therefore, attention to detail, a focus on customer service and a level of technical knowledge are inherent.

The role will assist on documenting knowledge, solutions, incident root cause analysis and key service escalations paths for internal and third party IT teams.

General

• Pro-active ownership of user issues and service requests, actively managing, investigating and conducting the process to resolution, ensuring all SLA's and escalation point are met
• React to and escalate incoming incidents, facilitating incident resolution with internal support teams and external third parties
• Engage with clients to set and manage expectations in relation to service levels; deliverables and resource coordination
• Be the go to person for key service issue resolution, acting as a point of reference to business users whilst clearly communicating progress and improvement plans
• Work closely with the Incident Management team during major incidents, tracking the progress and escalation requirements within the various support and delivery areas
• Work closely with the Problem and Change teams to assist in service improvement activities
• Champion the Service Management processes of Incident, major incident and problem, ensuring compliance with published processes, guidelines and (where relevant) SLA's
• Coverage for other service desk team leaders where required
• Conduct a continual review of Service Desk queues and workloads, prioritising, allocating and escalating tickets as required
• Review all new incidents and service requests for data quality (classification; prioritisation; ticket details; etc.)
• Work with support teams to ensure aging incidents are resolved quickly, escalating unresolved tickets to the appropriate support teams as required
• Lead specific incident investigations to determine the underlying root causes, detection of possible problems and raising them as problem records
• Ensure all workarounds, fixes and relevant knowledge gathered is feed into the knowledge base
• Work with all members of the support teams and the Problem Manager to identify trends on the root cause of recurring incidents
• Provide tracking and management of 'response times' and 'resolve times' to service levels
• Sharing information with various departments so relevant customer information is circulated correctly
• Provide effective complaint handling in accordance with set processes and procedures

Reporting

• Report incident volumes, incident trending, SLA and KPI target achievements
• Collect and provide data in order to identify areas of improvement within the support teams
• Prepare incident details for post mortem incident reviews and submit to the Problem Manager

We know our employees work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits:

• Discretionary Bonus Scheme
• Staff Discount On JD Group and other brands within the organisation, depending on level of role
• Pension Scheme
• Flexible Working Hours
• Health plans – Depending on level of role
• Personal development opportunities to learn and develop at work.

Due to the high volumes of applications our opportunities attract, it takes time to review them all. If you don't hear back within two weeks of you applying, please consider your application to have been unsuccessful on this occasion

Applications that meet the skills criteria will be contacted for a 1st stage meeting with the talent team. Shortlisted candidates will then be invited to interview with the hiring manager.

Thank you again for your time.