Manager, IT Systems Support

What You Will Be Doing:

• Provide technical solutions and troubleshooting across Windows environments, networking, and hardware for the System & IT team.
• Communicate directly with hardware and software vendors to identify and implement effective fixes and system improvements.
• Ensure seamless system performance across all global retail stores, including occasional on-call support to resolve urgent technical issues and document permanent solutions.
• Plan and execute system tests and updates, including Windows patches, firmware or BIOS upgrades, and other configuration changes.
• Roll out and oversee system updates for Hong Kong and international retail locations.
• Lead and manage the Global IT Tier 1 and Tier 2 support teams, ensuring timely and effective issue resolution.
• Develop and maintain IT support processes and policies to deliver consistent, high-quality service.
• Monitor IT system performance and proactively identify areas for improvement.
• Collaborate across departments to align IT support with organizational goals and operational needs.
• Oversee the IT ticketing system, ensuring adherence to SLAs and efficient issue tracking.
• Train IT staff and end-users to maximize technology effectiveness and adoption.
• Conduct regular performance evaluations and guide professional development for IT support staff.
• Manage departmental budgets, forecasts, and cost controls.
• Lead and support hardware and software deployment projects, including new store installations (with potential global travel).
• Stay current with technology trends to recommend system upgrades and efficiency improvements.
• Build and maintain strong relationships with vendors and negotiate contracts for hardware, software, and support services.
• Create and maintain clear documentation for IT systems, support processes, and user guides to promote knowledge sharing.

What We're Looking For:

• 5+ years of experience in IT systems support or management, including oversight of teams with 5 or more direct reports.
• Proven ability to work cross-functionally with global teams, partners, and departments across multiple time zones.
• Broad technical expertise across network infrastructure, workstations, laptops, Windows environments, Sandbox VR’s proprietary platforms, and third-party applications.
• Strong analytical and troubleshooting skills with a detail-oriented approach to diagnosing system issues, interpreting logs and dashboards, and identifying root causes.
• Hands-on experience managing server rooms, servers, structured cabling, and communication networks.
• Demonstrated experience with system performance tuning and capacity planning.
• Proficiency in remote deployment, configuration, and support of operating systems across desktops, tablets, and mobile devices.
• Solid understanding of information security principles and best practices across systems and user devices.
• Familiarity with MDM (Mobile Device Management) solutions.
• Bachelor’s degree in Information Systems or a related field, or equivalent practical experience/certifications.
• Technical proficiency with Windows 10 and 11 (hardware and OS), macOS (hardware and OS), and iOS/tablet hardware.

What We're Offering:

• 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