IT Manager

OVERVIEW:

As Gymshark’s IT Manager (GSNYC) you will be responsible for Supporting and Maintaining Gymshark’s Internal Systems and User Base for Gymshark NYC. You will ensure that company hardware/software is operating at peak efficiencies and issues raised are diagnosed and solved as soon as possible to minimize organizational impact. You will have to ensure the Gymshark user base is maintained to a high standard. In addition, this role is required to assist the Senior Tech Ops Manager and the First/Second Line Support team to ensure the above is met and to be able to assist the deployment of new software & hardware. This role will incorporate remote assistance of satellite offices internationally when necessary and support our US Retail contingent.

Please note this is a hybrid role partially based in our New York City office. All candidates must be local or willing to relocate. You must also be authorized to work in the United States. 

WHAT YOU'LL BE DOING:

Support:

• To work and collaborate within a World Class Tech Ops team supporting Hardware/Software, Internal Systems, AV, Network, and all other aspects of Gymshark NYC office and retail store
• Be comfortable being a single operator in your region with remote support from Gymshark HQ
• To deliver On-Boarding experience to all New Gymshark Employees to ensure they can hit the ground running with all the IT Skills/Functionality required for their roles
• To assist the Senior Tech Ops Manager with Training and Comms to all Staff when new Software/Services are released/rolled out (E.G. Zoom Rooms/OS Updates). These systems/updates will be incorporated into subsequent onboarding sessions 
• To ensure that leavers accounts are deactivated or, the necessary accounts are secured/locked down following a request from the People Team
• Implement regular Laptop/iPhone refreshes or upgrades for the Gymshark user base to ensure they are working with equipment that is a high standard 
• Assist in the day-to-day operation of the Support and dealing with escalations when
  appropriate 
• Be the 2nd Line escalation point for all support queries handed up from 1st Line that might be relevant to the Gymshark NYC Office/Retail Store 
• Escalate all issues from 2nd Line to 3rd. Ensure all tickets are triaged and assigned correctly 
• Assist in the L&D of any future direct reports to ensure they are operating a smooth and efficient support process

Collaboration:

• To work in conjunction with the team to ensure all issues are fixed quickly and efficiently
• Work collaboratively across all departments within the business and contribute with your technical experience where applicable
• Help senior members of the team maintain good working relationships with suppliers and vendors by giving regular input
• Work with People team to ensure New Starters are equipped and onboarded properly

Analytics:

• To help the team build a knowledge base within our Ticketing System and keep it up to date with the correct fixes 
• Review network traffic with the help from our Infrastructure team, ensuring the local network traffic is maintained to a high standard

Knowledge and Opportunity:

• Watch and listen to relevant webinars where necessary to increase knowledge of the applicable systems (Jamf, Meraki, Spoke) 
• Collaborate directly with the Helpdesk Manager to identify common issues/patterns using data extracted from our ticketing system

Other Duties:

• Will be an ambassador for the function 
• To work outside of hours where necessary/required
• Identifies areas where training/certification is required and proactively arrange such training/certification once identified 
• To lead by example on best practices and tech policy

WHAT YOU'LL NEED:

Essential Skills & Experience:

• At least 5+ Years of Experience within an IT/Tech Support and/or Infrastructure Team
• Foundation knowledge of ITIL is preferable but not compulsory
• Increased levels of autonomous working – Learning on the fly
• Excellent decisions making skills
• General High level of organizational skills
• Work collaboratively with Senior Tech Ops Manager and other International Infrastructure/Tech Managers to align on global projects and joint tasks
• Experience in supporting a Small to Mid-Sized Office and Satellite Office’s user base in all IT related questions and queries
• Oversee set up, issue and ongoing maintenance of Company hardware (including Mac/Windows + iOS devices to end users)
• Fluent in Mac OS and Windows 10 & 11 is paramount
• Staff on-boarding and training with systems, software & hardware 
• Day to day staff in person/email/phone support 
• Providing support for Gymshark software/hardware emergencies and retail stores – occasionally out of hours if urgent
• Maintenance of individual machines, such as drivers/settings as well as printers and other peripherals 
• Administering computers, printers, smartphones, software deployment, security updates and patches 
• Supporting and updating AV, VC, Security and MDM platforms
• Procurement of IT Hardware and Software via Local Vendors 
• Understanding of Office 365 Suite, Okta, Azure/InTune, Slack, JAMF & Cisco Meraki 
• Understanding of Support Ticketing Systems including triage and escalations experience desired
• Supporting and Maintaining LANs, WANs, VLANs, Internet Provisioning, and intranet systems
• Experience within the Fitness/Sports and Retail industry
• Ability to work collaboratively with other team members to deliver immediate tasks
• Commercial awareness and a creative problem solver with the ability to think laterally and understand the cost and value drivers within a competitive business environment

ABOUT US.

We’re here to unite the conditioning community. We believe that putting the sweat in today, prepares us for tomorrow. So, we give people the tools they need to reach further, go faster, be stronger. We celebrate those who show up – for themselves – to be their physical or mental best, whatever that means for them. It’s what we want for our community, and our team. A team that’s growing rapidly around the world. A collective of talented individuals working together to invent Gymshark’s future. Our plans are ambitious, and we’re looking for people who want to join us for the ride – our growth will be your growth.

THE PERKS.

At Gymshark we believe in the importance of investing in our employees through their physical, mental, and financial health along with being able to provide some fun and inclusive perks along the way.

This role has a salary range between $85,000-$95,000. The base pay offered is based on market, experience, and skills. 

Part of our compensation package includes a discretionary annual company performance bonus. We are also able to offer our employees and their families a comprehensive medical, dental, and vision package. Gymshark provides company paid short-term and long-term disability insurance, life insurance, and our Sharks also receive a generous 401K match to help them save for their retirement.

Gymshark will continue to support our employees’ overall wellbeing through several perks including 20 days of paid time off (plus your birthday), 11 holidays, commuter benefits, wellbeing program, and a 50% discount on all Gymshark items. We hope you consider joining our growing family in New York City. 

*All benefits are non-contractual, and Gymshark may amend, terminate, or enhance the benefits provided you and our other employees from time to time as it deems appropriate.

BELONGING AT GYMSHARK.

Our mission is to be a place where everyone belongs. We’re an equal opportunities employer, and for us that means we always strive to be as inclusive as possible in all aspects of employment, right from your application. We’re committed to finding reasonable adjustments* for candidates with specific needs or have a disability during our recruitment process, and all applicants will be considered fairly and equally. We do not tolerate discrimination of any kind. *If you’d like to request a reasonable adjustment please email peopleteamusa@gymshark.com.