Store Tech Desk Supervisor

JD Finish Line

Indianapolis (IN)

On-site

USD 65,000 - 85,000

Full time

14 days+

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Job summary

A leading sports retailer is seeking a Store Tech Desk Supervisor to lead the store tech desk team in Indianapolis. This full-time position involves providing comprehensive support for all store technology across multiple brands, ensuring high-quality assistance to all employees. The ideal candidate will have a Bachelor's degree in Computer Science or a related field, coupled with 2-4 years of relevant experience and a leadership background. Strong technical skills and effective communication are necessary for success in this role.

Qualifications

2-4 years of experience in application and/or store technology support.
2-4 years of experience in a leadership role required.
Familiarity with retail applications is helpful.

Responsibilities

Lead and guide a team of deskside support engineers.
Provide technical support for store technology.
Monitor and report team achievements.

Skills

Technical support

Problem-solving

Leadership

Communication

SQL knowledge

Education

Bachelor’s degree in Computer Science or related field

Tools

Google Docs

SQL Database

Job description

2 days ago Be among the first 25 applicants

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 elevate 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.
Additional duties and projects as required.

Required Education and/or Experience-

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.

Required Computer and/or Technical Skills-

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.

Physical Demands- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sit for more than 6 hours per shift
Use hands to finger, handle and feel
Reach with hands and arms
Talk and/or hear
Stand for up to 2 hours at a time periodically
Walk or move from one location to another
Occasionally may need to climb, balance, stoop, kneel, or crouch
Lift and/or move up to 10 pounds regularly and up to 25 pounds occasionally
Punctuality and regular attendance consistent with the company’s policies is required for the position.
Average work week is 40-45 hours, which can vary depending on business needs.
The work environment for this position is a moderately noisy office setting.

The company reserves the right to modify this job description with or without notice. Employees may be asked to perform additional duties outside of normal job scope on a temporary basis per the company policy.

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