IT Support Manager Jobs

JD Sports Australia & New Zealand

Location:
Australia

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

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
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
Identify problems that are driving incidents that warrant investigation and correction
Provide 1st 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 2nd 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
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
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

Requirements:

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 we offer:

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

Additional Information:

Job Posted:
December 09, 2025

Employment Type:

Fulltime

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IT Support Manager