Store Tech Desk Supervisor

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 Macys brand stores. This individual should effectively exhibit JD Finish Lines 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 Macys 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.

Required Education and/or Experience-

Bachelors 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 companys 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.

#LI-DNI

This job description is not intended to cover all aspects duties and/or responsibilities required of employees. Employees may be asked to perform additional duties outside of normal job scope on a temporary or permanent basis per company policy. The company reserves the right to modify this job description with or without notice.

EEO Statement:

The Finish Line Inc. is an Equal Employment Opportunity employer and is committed to complying with all federal state and local EEO laws. The Finish Line Inc. prohibits discrimination against employees and applicants for employment based on race or color religion or creed national origin alienage or citizenship status marital status sex pregnancy status age military status disability or any other characteristic or class protected by law. The Finish Line Inc. provides reasonable accommodations in accordance with applicable laws including for disabilities pregnancy and religious practices.

Need accessibility assistance to apply
Applicants who require accessibility assistance to submit an employment application can either call Finish Line at or email us at A member of our Talent Acquisition team will respond as soon as reasonably possible. (This email address and phone number is only for individuals seeking accommodation when applying for a job.)