IT Systems Support Manager

October 23

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Sandbox VR

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AR/VR • Gaming • Entertainment

Sandbox VR is a company that offers virtual reality experiences. They focus on providing immersive and interactive VR environments for entertainment purposes, allowing users to engage in different scenarios and adventures through advanced technology. Sandbox VR aims to enhance user experience by using state-of-the-art VR equipment and software, and they continually seek to personalize and improve their offerings through technology and partnerships.

201 - 500 employees

Founded 2017

🥽 AR/VR

🎮 Gaming

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ 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