Head of Technology Support Services
7 days ago
Job Title: Head of IT
Job Summary:
The Head of IT will play a crucial role in ensuring the smooth operation of our technology infrastructure and services. This individual will be responsible for overseeing the performance of the IT service desk, ensuring that it meets the business needs and achieves key performance indicators (KPIs). The successful candidate will drive continuous improvement and work closely with the Technology Operations Director and other IT teams to ensure that our services align with business requirements.
Key Responsibilities:
- Oversee the IT service desk and system management, including maintenance, support, small changes, and system administration.
- Analyze the performance of IT service desk activities to identify problem areas and implement improvements.
- Manage and coordinate the escalation of urgent and complicated support issues to the correct IT teams.
- Establish and report on progress reports and performance metrics to measure IT effectiveness and productivity.
- Provide first-call support for user or site issues, including applications, desktops, and hardware devices.
- Assist in strategic planning, results-based management, and reporting.
- Leverage IT service desk best practices and process frameworks to drive continuous process improvement.
- Develop and maintain strong working relationships with stakeholders to ensure effective communication and collaboration.
About JD:
JD is a leading omnichannel retailer of Sports Fashion, Street & Premium Fashion, Outdoors, and Gyms with over 60,000 colleagues across 3,400 stores in over 30 markets worldwide. We are committed to being a people-first, digital leader and customer-focused organization that provides operational excellence and identifies new areas of growth.
What We Offer:
- Incremental holiday allowance
- Staff discount on qualifying purchases across Group retail stores and online
- Exclusive colleague bike discount scheme
- Discounted gym membership
- Personal development opportunities to learn and develop at work
- Access to apprenticeships and accredited qualifications
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