The Kingsway IT Support Team Leader is a hands-on role, providing day-to-day supervision of the Kingsway 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 Logistics IT Support Manager, the role will act as a bridge between DC 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 Kingsway IT Support Team Leader, focused and based around the Kingsway Distribution Centre, is solely responsible for the upkeep of the Kingsway IT Service Desk and maintaining strong working relations with key stakeholders.
Job TitleIT Support Team Leader
LocationOL16 4GR
What You'll Be Doing:As an IT Support Team Leader, you'll be doing the following:
Pro-active ownership of user issues and service requests, actively managing, investigating, and conducting the process to resolution, ensuring all SLAs and escalation points 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 within Kingsway DC, acting as a point of reference to business users whilst clearly communicating progress and improvement plans. What We're Looking For:Hands-on 1st or 2nd line role within a busy Service Desk.Experience working with Incident & Problem management.Experience of operating in a diverse global environment with both internal and external resources.Experience working with technical IT teams. 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 fascias in over 30 markets around the world. We are an equal opportunities employer who embraces and values differences.
We recognise the importance of an inclusive workplace culture in which everyone can thrive irrespective of their background or identity. To be a part of this successful and continuously growing company, you will have the desire to ingrain our strategic goals of being a people-first, a digital leader, and customer-focused organisation which provides operational excellence and is continuous with identifying new areas of growth into our day-to-day.
We know our employees work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits:
Incremental Holiday AllowanceStaff Discount on qualifying purchases across Group retail stores and onlineExclusive Colleague Bike Discount schemeDiscounted Gym membershipPersonal development opportunities to learn and develop at workAccess to Apprenticeships and accredited qualifications Interested? If you are interested in this position, then press the Apply Now button.
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 your application, 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.
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