IT Systems Support Manager

Summary

Join Sandbox VR, a leading location-based VR company, as an IT Systems Support Manager. You will be responsible for providing technical solutions for our systems, ensuring smooth operations in retail stores, and leading a global IT support team. This role requires strong technical skills, experience in system management, and the ability to troubleshoot and resolve technical issues. You will also be involved in system planning, deployment, and performance monitoring. We offer competitive compensation, robust benefits, and the opportunity to work remotely from approved US states.

Requirements

• 2-5+ years experience working as a IT Systems Support Manager
• Bachelor's degree in Information Systems or equivalent practical experience/certifications
• Wide range of technical knowledge and skills for solving technical issues in the store, including network infrastructure, workstation/laptop computers, Windows, platform developed by Sandbox VR and 3rd party applications
• Detail-minded to correlate information/errors from logs and dashboards to conclude root cause analysis and derive solutions/workaround
• Solid experience in server room facilities, servers, data cabling and communication network
• Experience in system performance tuning and capacity planning
• Ability to remotely deploy, configure, and support operating systems on desktop, tablet, and mobile
• Understanding and appreciation for information security within systems and user devices
• Knowledge of MDM solutions
• Experience with Windows 10 and 11 (and PC hardware), Mac (OSX and hardware), iOS and tablet hardware
• Must know how to code, apply and troubleshoot Ansible playbooks

Responsibilities

• Provide the technical solutions for our system in terms of Windows, Networking or Hardware to our System & IT Team
• Provide technical solutions for the System & IT Team by talking to the hardware or software vendors to find out the solution
• Ensure the system runs well in the retail store; be on-call to provide workaround solutions to the technical support team and retail team for returning business
• Investigate and document permanent solutions afterward
• Arrange system test planning in terms of Windows/hardware firmware/bios version update or any other configuration of the system
• Participate and execute the updated plan to our Hong Kong stores and all global stores
• Lead and manage the Global IT Tier 1 and Tier 2 store support team to provide timely and effective solutions to technical issues
• Develop and implement IT support policies and procedures to ensure consistent service delivery
• Monitor the performance of IT systems to identify and resolve issues proactively
• Collaborate with other IT professionals and departments to align support services with broader IT and organizational goals
• Manage the IT support ticketing system and ensure issues are resolved within agreed service level agreements (SLAs)
• Provide training and support to IT staff and end-users to maximize the effective use of technology
• Conduct regular performance evaluations of IT support staff and offer feedback and development guidance
• Prepare and manage the budget for the IT support department, including forecasting and cost control
• Lead and support all new hardware and software deployment installations, including new store onsite deployments (global travel possible)
• Stay current with technology trends and advancements to recommend upgrades and new systems that will improve organizational efficiency
• Develop and maintain relationships with vendors and negotiate contracts for hardware, software, and support services
• Create and maintain documentation for IT systems, support processes, and user guides to facilitate knowledge sharing and efficient problem resolution

Benefits

• 4% 401k match
• Significant equity grants in a rapidly growing organization
• Robust medical benefits
• Full remote work from any of our currently approved US states
• Generous internet & phone stipend
• $115,000 - $125,000 a year