Manager, IT Systems Support
Sandbox VR
IT, Customer Service
Remote
Posted on Oct 23, 2025
Who We Are
We’re Sandbox VR, the most advanced virtual reality experience in the world. Our mission is to bring people closer together through world-class immersive experiences. When guests step into one of our stores, our full-body motion tracking gear and Hollywood motion capture cameras make them the stars of their own movies. Groups freely roam our large-open “holodecks” together, relying on each other to succeed in social experiences. Whether it’s venturing into space, battling on the high seas, or surviving a zombie apocalypse, our experiences take our guests on a journey they won’t forget!
Since launching in 2017, we’ve become the location-based VR industry leader. As we continue to expand globally, there’s never been a better time to join the Sandbox VR team. We take pride in the relationships we are building within our communities by providing world-class experiences for our guests and our employees. Here, we value humility and have built a collaborative environment, ensuring that our guests, and our teammates all win collectively. If this sounds interesting to you, we’d love you to join us, as we build the future of entertainment.
Sandbox VR is looking for a collaborative Manager, IT Systems Support to play a key role in ensuring the reliability, performance, and growth of our global retail technology systems. You’ll collaborate closely with vendors, internal teams, and store operations to deliver stable, efficient IT solutions that power our customer experience around the world.
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
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.
