[Remote] Manager, IT Systems Support at Sandbox VR

Remote

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Entertainment, Virtual RealityIndustries

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

Responsibilities

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

Skills

Key technologies and capabilities for this role

WindowsNetworkingHardware TroubleshootingSoftware TroubleshootingVendor ManagementTechnical SupportSystem Performance

Questions & Answers

Common questions about this position

What is the employment type for this position?

This is a full-time position.

Is this role remote or does it require on-site work?

This information is not specified in the job description.

What key skills and responsibilities are required for the Manager, IT Systems Support role?

The role requires providing technical solutions in Windows environments, networking, and hardware; leading Global IT Tier 1 and Tier 2 support teams; and managing system updates, vendor communications, and IT processes.

What is the company culture like at Sandbox VR?

Sandbox VR values humility and has built a collaborative environment where guests and teammates win collectively, focusing on world-class experiences and strong community relationships.

What makes a strong candidate for this IT Manager role?

A strong candidate is collaborative, experienced in leading IT support teams, proficient in Windows troubleshooting, networking, hardware, and global system management, with skills in vendor communication and process development.

Sandbox VR

Location-based virtual reality entertainment provider

About Sandbox VR

Sandbox VR provides location-based virtual reality entertainment experiences using advanced VR technology. Their offerings include immersive AAA experiences that are developed in-house, allowing users to engage in virtual worlds with high-quality graphics and interactive elements. The company operates over 45 retail and franchise locations worldwide, making it a prominent player in the VR entertainment industry. Unlike many competitors, Sandbox VR collaborates with major brands, such as Netflix, to create unique experiences that attract a diverse audience. The goal of Sandbox VR is to expand its market presence and enhance the entertainment landscape by providing unforgettable virtual reality experiences.

San Francisco, CaliforniaHeadquarters

2016Year Founded

$115.8MTotal Funding

SERIES_BCompany Stage

VR & AR, EntertainmentIndustries

201-500Employees

Benefits

Health Insurance

Remote Work Options

Phone/Internet Stipend

401(k) Company Match

Company Equity

Risks

Intense competition from emerging VR startups could erode Sandbox VR's market share.

Rapid technological advancements may require costly upgrades to maintain competitiveness.

High operational costs of physical locations could be unsustainable if consumer spending drops.

Differentiation

Sandbox VR offers a premium, fully-immersive VR experience with real-time motion capture.

The company collaborates with major brands like Netflix for exclusive VR content.

Sandbox VR has over 45 global locations, establishing a strong market presence.

Upsides

Increased demand for immersive experiences post-pandemic boosts Sandbox VR's market potential.

Advancements in haptic feedback technology enhance realism, increasing customer satisfaction.

Collaborations with popular IPs like Netflix attract fans and expand audience reach.

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