KingsWay IT Team Leader

JD Sports Fashion Plc; Bury; On-site; GBP 35,000 - 50,000; Full time

Job summary

JD Sports Fashion Plc is seeking a Service Desk Team Leader for its Bury office. The role involves overseeing a team of engineers, ensuring exceptional IT support, and managing service levels to meet the needs of over 90,000 colleagues globally. Candidates should have experience in a similar role and strong leadership skills.

Benefits

Staff discounts on JD Group and other brands

Personal development opportunities

Qualifications

• Experience in a similar role is required.
• Strong leadership and coaching skills.
• Sound knowledge of user access and ITIL processes.

Responsibilities

• Lead and inspire service desk engineers.
• Manage service levels and deliverables.
• Represent the IT Service Desk to other departments.

Skills

Leadership

Coaching

Knowledge Management

ITIL

Job description

JD Sports - Head Office, Warwick House, Bury, Bury, United Kingdom Req #1318

19 May 2025

Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni-channel retailer of Sports Fashion, Outdoors, and Gyms, with colleagues working in stores across several retail fascias in many markets around the world.

JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019, continuing to grow in the UK and internationally.

We aim to be the leading global omnichannel retailer in the sports and outdoor industry. To achieve this, we seek individuals who are committed to our strategic goals of being a people-led, innovative, and customer-focused organization that delivers operational excellence and explores new growth areas.

Service Desk Team Leader - Kingsway Distribution Centre

We are seeking a Service Desk Team Leader to oversee our second-line IT Service Desk in Bury, based on-site, covering a shift pattern of approximately 10 engineers.

Your responsibilities will include leading, coaching, and developing your team, managing service levels, commitments, and deliverables to meet the needs of our colleagues, and delivering exceptional service to make the JD Group's IT support best in class.

Your team will support over 90,000 colleagues worldwide, with integration to Service Desks in our Distribution Centre in Rochdale, France, and The Netherlands.

1. Lead and inspire service desk engineers, supporting their personal development and career growth.
2. Serve as a subject matter expert, promoting knowledge management, and supporting operational queries and escalation of complex issues.
3. Represent the IT Service Desk both internally and externally, acting as the face of the service to other departments and colleagues.
4. Utilize data to understand demand drivers, ensure sufficient resourcing, and review performance to provide timely support.
5. Identify issues requiring escalation, coordinate resolutions, and keep colleagues updated on progress.
6. Conduct team meetings and promote personal development.
7. Manage IT assets and staging support.
8. Maintain sound knowledge of user access, ITIL, and JML processes.
9. Manage stakeholder relations for onsite moves, adds, and changes.
10. Collaborate with the Head of Support to produce service packs and proactively manage SLA adherence.
11. Experience in a similar role is required.

We value our colleagues' dedication and offer benefits such as staff discounts on JD Group and other brands, along with personal development opportunities.

• Location: JD Sports - Head Office, Warwick House, Bury, Bury, United Kingdom