Immediate Hiring: Manager Information Technology Support Services for a Global Leader in Immersive Entertainment

**Join the Pioneers of Virtual Reality and Shape the Future of Entertainment** Are you a seasoned IT professional with a passion for delivering exceptional support services? Do you thrive in a fast-paced, dynamic environment where innovation meets entertainment? Look no further! We're Sandbox VR, the world's most advanced virtual reality experience, and we're seeking a highly skilled Manager of Information Technology Support Services to join our team. **About Us** At Sandbox VR, we're revolutionizing the entertainment industry with our cutting-edge virtual reality experiences. Our mission is to bring people closer together through world-class immersive experiences that transport guests to new worlds. With a strong focus on community building and employee satisfaction, we've become the location-based VR industry leader since our launch in 2017. As we continue to expand globally, we're looking for talented individuals like you to join our team and help shape the future of entertainment. **What You'll Be Doing** As our Manager of Information Technology Support Services, you'll be responsible for providing technical solutions for our system, including Windows, Networking, and Hardware, to our System & IT Team. You'll work closely with hardware and software vendors to find solutions, ensure our systems run smoothly in retail stores, and lead our Global IT Tier 1 and Tier 2 store support team to provide timely and effective solutions to technical issues. **Key Responsibilities:** * Provide technical solutions for our system, including Windows, Networking, and Hardware, to our System & IT Team * Collaborate with hardware and software vendors to find solutions to technical issues * Ensure our systems run smoothly in retail stores, including occasional on-call support to provide workaround solutions to the technical support team and retail team * Investigate and document permanent solutions to technical issues * Arrange system test planning, including Windows/hardware firmware/bios version updates or other system configurations * Participate and execute updated plans for 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 the support for 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 **What We're Looking For** * 2-5+ years of 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 stores, including network infrastructure, workstation/laptop computers, Windows, platform developed by Sandbox VR, and 3rd party applications * Detail-minded individual with the ability 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 * Ability to code, apply, and troubleshoot Ansible playbooks **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 **Compensation:** $115,000 - $125,000 a year **Equal Employment Opportunity** Sandbox VR is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. **Ready for an Easy Start?** This is a low-stress role with great rewards. If you're reliable and willing to learn, we want you. Apply now! Apply To This Job Apply for this job