WHO WE ARE

Known best as the 'Undisputed King of Trainers', JD Sports reigns supreme as one of the biggest and best global Sports Fashion brands across footwear and apparel.

Founded in 1981 in Greater Manchester UK, JD Group has achieved remarkable growth through rapid global expansion, now standing as the leading global sports fashion retailer. With over 3,400 stores worldwide, we strive to inspire the emerging generation through a captivating connection to the universal culture of Sport, Music, and Fashion.

In 2017, JD Sports first launched within the Australian market and has since expanded to 60+ stores across all Australian states and New Zealand, with plans for continued future growth. Our mission is to offer unparalleled service and style to all our customers.

Working at JD Sports is a state of mind, an attitude and way of challenging the norm. We do not conform; we create our own path and are elite within our field. And now, we’re seeking talented and passionate individuals to join our team.

THE ROLE

The IT Support Manager plays a critical role in delivering reliable, secure and high-performing technology services across JD Sports. Partnering closely with the CTO, business leaders and store network, you’ll take a hands-on approach to leading the IT Support team while ensuring seamless day-to-day operations across retail, warehouse and corporate environments.

In this role, you’ll oversee incident, problem and change management, lead and coach a team of analysts, and provide expert technical guidance across enterprise mobility, store systems, corporate infrastructure, and core business applications. You’ll ensure technology issues are resolved quickly, processes are consistently followed, and improvements are proactively identified to strengthen system reliability and the end-user experience.

Success in this role requires a people focused and detail-oriented leader. Someone who can confidently guide their team, empower stakeholders, and remain calm and solutions-focused in a fast-paced retail environment.

Reporting into the Chief Technology Officer, this role is responsible for, but not limited to:

Team Leading

• Work with the CTO, Business Leaders to prioritise work for the team.
• Assist the CTO in hiring new staff as required.
• Work with the CTO to plan a program of work that is scoped, funded, and resourced.
• Report on agreed KPI’s to the CTO maintaining a high level of delivery to the business.
• Make sure the key change, incident, problem, release, asset management processes are executed by the team.

Enterprise Mobility Management (EMM)

• Design, implement, and manage enterprise mobility strategies and solutions, including mobile device management (MDM) and endpoint configuration.
• Administer and support platforms such as Microsoft Intune, SOTI, or other MDM solutions.
• Enforce security policies on mobile and remote devices, including encryption, authentication, and remote wipe capabilities.
• Collaborate with cybersecurity and infrastructure teams to secure mobile endpoints and manage access to corporate resources.

• Implement and Monitor Identity and Endpoints with Microsoft Defender and Sentinal and share the Vulnerabilities with Cyber Security team.
• Integrate MDM/EMM solutions with Azure Active Directory, SAML/SSO, and Multi-Factor Authentication (MFA) platforms.

Store Support

• Identify problems that are driving incidents that warrant investigation and correction.
• Provide 1^st level support to stores on a rotating roster during the store business hours across Australia and New Zealand.
• Solve technical issues relating to instore equipment, Point of Sale, Store Computers, Footwear Ordering Equipment, Store Network LAN, WIFI, and Internet, Telecommunication, mobile Apple and Android devices.
• Setup of new stores, Computer Setup, Software Install, Intune Enrolment, Network Setup LAN and Wifi, EFTPOS, Point of Sale Software and Footwear Ordering.
• Provide 2^nd Level Software Support for instore applications; DEPOSIT POS, ISP, EFTPOS, Smartstore, and Microsoft Office 365.
• Coordinate the repairing of physical hardware between vendors and stores.
• Escalate more complex technical issues to the CTO for further support and guidance.

Corporate Support

• Assist users with PC for Hardware and Windows O/S and software-based issues.
• Identify and rectify any network related issues.
• Configure and manage corporate meeting room technology including Video Conferencing and Room bookings.
• Fix issues in a timely manner and where required escalate to CTO for support.
• Provision and set up new computers including in-tune enrolment and autopilot.
• Setup and configure corporate applications such as Dolfin ERP, Business Central etc.

All IT Services

• Log and manage tickets in Jira Service Management.
• Escalate issues to CTO for support in a timely manner where resolutions where required.
• Manage parts inventory for IT assets including managing asset registry.

• Communicate with stakeholders, both internal and external.

• Administration of core services; Office365, Active Directory, In-Tune, Exchange, HPE Aruba Central, SharePoint, Business Central, Jira Service Management, 3CX.
• Provide Incident and Problem Management.
• Document support Processes to share within team and broader business.
• Develop training content for end users including stores.
• Identify process and technical improvements for the benefit of the business.

WHAT WE’RE LOOKING FOR?

• Previous experience in a similar technical support role (5+ Years)
• Previous experience within Retail industry (2+ Years)
• Experience leading teams whether in a project or team structure.
• Experience troubleshooting hardware, OS and software issues.
• Experience with Network configuration and support.
• Experience working in a team environment.
• Ideally systems experience with Island Pacific Dolfin (ERP) / DPOSIT (POS) or similar.
• Experience \ Accreditation with Microsoft Office365, AD, Exchange, MS Teams Admin and Intune.
• Experience with 3CX or similar IP Phone Technology
• Experience with Service Management Solutions, incident management, asset management.

WHAT’S IN IT FOR YOU?

• Birthday leave
• Competitive Salary
• One month paid parental leave
• Referral bonus scheme
• Training and development to evolve and shape your career
• Opportunity to progress across all areas of the business including Retail, Support Office and our Distribution Centre
• Treat yourself with our attractive staff discount! This can also be used for friends and family
• Access to our Employee Assistance Program & Mental Health champions

We are passionate about connecting with driven and skilled individuals who are invested in their development, so that together we can evolve our brand's success, alongside evolving your career.

JD values diversity and inclusion and champions a culture where everyone feels, valued, included, and celebrated.

What are you waiting for? Apply today and kick start your JD Sports Journey.

Please note, by applying for this role, you consent to us completing a Work Rights check to verify your working rights where required.