Chief Technology Officer
1 month ago
Job Title: Head of Technology Support
Location: BL9 8RR
Working Rota: Monday - Friday
Working Hours: 40
Job Summary:
The Head of Technology Support will be responsible for ensuring the performance of the service desk, meeting business needs, and achieving core targets and KPIs. This role will drive continuous improvement and work closely with the Technology Operations Director and other teams to ensure our services align with their needs.
Key Responsibilities:
- Oversee the digital and core IT Service desk and system management (maintenance, support, small change, system administration including 1st & 2nd line support and IT Field engineering teams).
- Analyse the performance of Service Desk activities to identify any problem areas.
- Manage and coordinate the escalation of urgent and complicated support issues to the correct IT teams.
- Establish new and report on existing progress reports and performance metrics to measure IT effectiveness and productivity.
- Provide first call support for user or site issues to include applications, desktop, and hardware devices.
Requirements:
- Ability to assist in strategic planning, results-based management, and reporting.
- Leverage service desk best practices and process frameworks to drive continual process improvement.
- Excellent customer service skills, including both verbal and written interpersonal communication skills.
- Strong working knowledge of currently accepted information security standards, guidelines, and best practices.
About the Company:
The JD Group is a leading omnichannel retailer of Sports Fashion, Street & Premium Fashion, Outdoors and Gyms with over 60,000 colleagues over 3,400 stores across several retail fascia's in over 30 markets around the world.
We are a people-first, digital leader, and customer-focused organisation that provides operational excellence and identifies new areas of growth into our day-to-day.
We offer our employees some amazing benefits:
- 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
Interested in this role?
Applications that meet the skills criteria will be contacted for a 1st stage meeting with the talent team.
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