Manager Corporate Support

Finish Line•Indianapolis, IN

1d•Onsite

About The Position

The Manager of IT Corporate Support is responsible for overseeing corporate support services (inclusive of tech desk and hardware support), collaboration & conference room management, and voice systems across JD Finish Line Corporate Office and Distribution Center (including Shoe Palace). This role is pivotal in setting strategic direction for processes and procedures, acting as the voice of IT within the organization. Building and nurturing relationships across various departments are key to success. This individual will effectively exhibit JD Finish Line’s core values of Customer, People, Winning, Community, and Financial Responsibility in everything they do by performing the following key duties: Leading strategic planning for the corporate support teams, managing resources, and setting priorities. Collaborating closely with other support leadership to align and standardize Service Level Objectives. Overseeing Support Supervisors to ensure coverage during scheduled service and support hours. Managing the performance of all direct reports and providing feedback, development guidance, mentorship, and/or point of view to supervisor-level reports on indirect reports. Analyzing and optimizing workload, exploring creative ways to enhance efficiency and effectiveness with help from designated Scrum Master. Designing and tracking goals for the corporate support and engineering teams, overseeing staff to meet these objectives. Reviewing and managing support metrics and communicating outcomes through appropriate channels. Serving as an escalation point beyond the supervisory level through the Technical Support Desk for Corporate Support issues. Collaborating with IT Leadership on departmental finances and yearly budget planning. Reviewing and approving third-party vendor invoices requested by IT Support Services. Ensuring completion of technical documentation for procedures, vendor projects, and internal development changes. Representing direct team’s interests in cross-functional IT meetings (New projects, Scheduled change, and Deployments). Conducting and/or part of the interviewing, hiring, and training processes; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Handling additional duties and projects as required

Requirements

Bachelor’s degree (B.A.) in Information Technology from a four-year college or university or an equivalent combination of education and experience.
4 - 6 years additional experience in retail management, project management, and personnel management, with at least 5 years of Helpdesk/Customer Service experience.
Strong knowledge and abilities with end-user computing platforms (Windows, Mac, and mobile devices).
Software solutions experience, including Google Suite, Microsoft Office Suite, Adobe products, and POS environments.
Understanding and awareness of infrastructure technologies such as servers, enterprise storage, databases, voice and data communications.

Nice To Haves

Previous engineering experience in the collaboration and voice space preferred.
Knowledge of cloud and managed hosted solutions is a significant plus.

Responsibilities

Leading strategic planning for the corporate support teams, managing resources, and setting priorities.
Collaborating closely with other support leadership to align and standardize Service Level Objectives.
Overseeing Support Supervisors to ensure coverage during scheduled service and support hours.
Managing the performance of all direct reports and providing feedback, development guidance, mentorship, and/or point of view to supervisor-level reports on indirect reports.
Analyzing and optimizing workload, exploring creative ways to enhance efficiency and effectiveness with help from designated Scrum Master.
Designing and tracking goals for the corporate support and engineering teams, overseeing staff to meet these objectives.
Reviewing and managing support metrics and communicating outcomes through appropriate channels.
Serving as an escalation point beyond the supervisory level through the Technical Support Desk for Corporate Support issues.
Collaborating with IT Leadership on departmental finances and yearly budget planning.
Reviewing and approving third-party vendor invoices requested by IT Support Services.
Ensuring completion of technical documentation for procedures, vendor projects, and internal development changes.
Representing direct team’s interests in cross-functional IT meetings (New projects, Scheduled change, and Deployments).
Conducting and/or part of the interviewing, hiring, and training processes; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Handling additional duties and projects as required