Store Tech Desk Supervisor

JD Finish Line•Indianapolis, IN

2d•Onsite

About The Position

The Store Tech Desk Supervisor is responsible for leading the store tech desk team. This team is responsible for support of all store technology at all JD Sports, Finish Line, and Macy’s brand stores. This individual should effectively exhibit JD Finish Line’s core values of Customer, People, Winning, Community, and Financial Responsibility in everything they do by performing the following main duties: Provides guidance, instruction, direction and leadership, with direct report responsibilities, to a team of deskside support engineers Identifies operational improvements to all store technology systems, including determining changes to enhance the business. Train new team members, and continuous follow-up / desk side coaching on current employees Provide support for new store openings, remodels, relocations, store closings, and JD store conversions. Achieve results by monitoring the quantitative and qualitative achievements of the team and report results to the manager Work within the team, as a member, including being in the call queue taking live calls from stores, carrying out the same roles but with the additional 'leader' responsibilities. Assist and be in the call queue various times of the day and short staffing situations. Act as the primary technical support contact for all store applications (including Finish Line and JD Sports point of sale, Macy’s desktop application) and hardware devices (including POS desktops, mobile/tablet devices, LED and kiosk displays, payment/credit card devices, and network equipment). Perform day-to-day troubleshooting steps to ensure proper functionality for all store technology. Remote into store computers for advanced investigations and troubleshooting. Assist business customers (store and corporate employees) via telephone, email, and Google Hangout to resolve or escalate IT issues and problems. This includes all software, hardware, and networking aspects, meeting or exceeding Key Performance Indicators. Document interactions with stores, including capturing details and steps performed to resolve issues within the ticketing system. Run and understand SQL statements on POS databases. Provide support to 3rd party technicians onsite for registers, network, phone lines, digital displays, and traffic counter test-outs, etc. Assist with miscellaneous software updates and POS ringing instructions as necessary. Assist with troubleshooting and technical diagnosis of store technology, both hardware and software issues; provide workarounds or solutions to critical issues. Work cross functionally with internal IT teams to support, maintain, and conduct standard activities in support of the backend store systems. Collaborate and assist Store Construction Project Manager with the delivery of technology solutions for store openings, including travel and store visits as needed. Serve as an on-call escalation support contact for off-hour store technical issues. Onsite schedule Mon-Fri, 8am-5pm Additional duties and projects as required.

Requirements

Bachelor’s degree (BA/BS) from a four-year college or university in Computer Science, Information Systems, Software Engineering, or a related discipline or equivalent experience required with 2-4 years of experience in application and/or store technology support.
2-4 years of experience in a leadership role required.
Should have basic to intermediate abilities with Google document platform (Google Docs, Sheets, and Slides) and transaction processing technologies; credit, debit, gift cards, etc.
Good knowledge of object oriented programming techniques, process flows, and technical documentation.
Must have intermediate to advanced knowledge of DOS, Windows/Linux OS, Android and/or IOS platform, Oracle desktop and mobile technology, SQL, Database Servers, LAN and WAN networks.
It is helpful for this individual to be familiar with the types of applications common to a retail environment.
Punctuality and regular attendance consistent with the company’s policies is required for the position.

Responsibilities

Provides guidance, instruction, direction and leadership, with direct report responsibilities, to a team of deskside support engineers
Identifies operational improvements to all store technology systems, including determining changes to enhance the business.
Train new team members, and continuous follow-up / desk side coaching on current employees
Provide support for new store openings, remodels, relocations, store closings, and JD store conversions.
Achieve results by monitoring the quantitative and qualitative achievements of the team and report results to the manager
Work within the team, as a member, including being in the call queue taking live calls from stores, carrying out the same roles but with the additional 'leader' responsibilities.
Assist and be in the call queue various times of the day and short staffing situations.
Act as the primary technical support contact for all store applications (including Finish Line and JD Sports point of sale, Macy’s desktop application) and hardware devices (including POS desktops, mobile/tablet devices, LED and kiosk displays, payment/credit card devices, and network equipment).
Perform day-to-day troubleshooting steps to ensure proper functionality for all store technology.
Remote into store computers for advanced investigations and troubleshooting.
Assist business customers (store and corporate employees) via telephone, email, and Google Hangout to resolve or escalate IT issues and problems. This includes all software, hardware, and networking aspects, meeting or exceeding Key Performance Indicators.
Document interactions with stores, including capturing details and steps performed to resolve issues within the ticketing system.
Run and understand SQL statements on POS databases.
Provide support to 3rd party technicians onsite for registers, network, phone lines, digital displays, and traffic counter test-outs, etc.
Assist with miscellaneous software updates and POS ringing instructions as necessary.
Assist with troubleshooting and technical diagnosis of store technology, both hardware and software issues; provide workarounds or solutions to critical issues.
Work cross functionally with internal IT teams to support, maintain, and conduct standard activities in support of the backend store systems.
Collaborate and assist Store Construction Project Manager with the delivery of technology solutions for store openings, including travel and store visits as needed.
Serve as an on-call escalation support contact for off-hour store technical issues.
Onsite schedule Mon-Fri, 8am-5pm
Additional duties and projects as required.