Come work for us!

We are looking for dedicated employees to join our team to help our customers have the best experience possible every time they enter a JD Finish Line store.

Our employees are key to our success.

The HR Help Desk Manager is responsible for overseeing the daily operations of the People Dept Help Desk team. This role ensures the efficient handling of employee inquiries and support requests, monitors service levels, manages workflows, and maintains compliance with internal processes. Additionally, the HR Help Desk Manager/Supervisor focuses on process improvement, collaborates with other functional groups, documents processes and standard operating procedures (SOPs), generates reports, and creates dashboards to track service level performance through our ticketing software. This leader will 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:

Key Responsibilities:

Service Level Monitoring:

• Monitor and ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs) for the HR Help Desk.

• Analyze and report on service level performance, identifying areas for improvement.

• Assess service needs and levels and make recommendations to evolve these to support the organization and employee experience better.  

Team Management:

• Supervise a team of HR Help Desk coordinators, providing guidance, support, and performance feedback.

• Conduct regular team meetings, training sessions, and one-on-one coaching to enhance team performance.

Workflow Management:

• Oversee the workflow of HR Help Desk tickets and processes, ensuring timely and accurate resolution of employee inquiries and processes. 

• Optimize processes for maximizing efficiency and the employee experience.

Compliance Monitoring:

• Ensure all HR Help Desk activities comply with company policies and legal regulations.

• Monitor and address compliance-related inquiries and issues.

Reporting and Dashboarding:

• Generate regular reports and dashboards on HR Help Desk performance, service levels, and compliance metrics.

• Present findings and recommendations to senior management.

Process Improvement:

• Identify and implement process improvements to enhance the efficiency and effectiveness of the HR Help Desk Team.

• Collaborate with other functional groups to streamline processes and reduce friction points within the employee life cycle. 

Process Documentation:

• Develop, document, and maintain standard operating procedures (SOPs) for the HR Help Desk.

• Ensure that all processes are clearly documented and accessible to the team.

Required Education and/or Experience:

• Bachelor's degree in Human Resources, Business Administration, or a related field.

• 3-5 years of experience in HR or customer service roles, with at least 1-2 years in a supervisory or managerial position.

• Strong understanding of HR processes, policies, and compliance requirements.

• Excellent leadership, communication, and interpersonal skills.

• Proficiency in HR information systems (HRIS) and ticketing systems.

• Analytical skills with the ability to generate and interpret reports and dashboards.

• Ability to work in a fast-paced environment and manage multiple priorities.

Preferred Qualifications:

• Experience with HR help desk or customer service operations.

• Certification in HR (e.g., SHRM-CP, PHR).

• Familiarity with HR analytics and reporting tools.

• Familiar with Jira Ticketing Software

• Familiar with HRIS Systems (Workday or Dayforce)

Physical Demands: