Sr. Manager, Global IT Support

Company Description

Vuori is re-defining what athletic apparel looks like: built to move and sweat in but designed with a casual aesthetic to transition into everyday life. We draw inspiration from an active coastal California lifestyle; an integration of fitness, creative expression and life. Our high energy fast paced retail environment is reflected in the clothes we make. We aim to inspire others to take on all aspects of their lives with clarity, enthusiasm and purpose…while having a lot of fun along the way. We are proud to be an outlet for opportunity and for personal growth and success.

Job Description

We are seeking an experienced Sr. IT Support Manager to provide technical support and assistance to our employees. The ideal candidate will be responsible for managing internal and contracted support staff providing 24/7 support to our global workforce. This includes corporate and retail function aligned to a tier support structure. This role will maintain our SLAs, metrics, and reporting across the team. Strong aptitude in ITSM, Agentic workflows, and emerging support technologies are a plus. This role is crucial in ensuring the smooth operation of our IT infrastructure and supporting our company's rapid growth and technological advancements. 

In addition to the responsibilities above you may be required to contribute to projects as a technical resource. 

What you'll get to do:

• Lead and mentor IT support staff, fostering a culture of continuous learning and improvement. 
• Manage 3rd party provider for 24/7 support globally 
• Vendor and Partner management experience 
• Oversee Tier 1 technical support team for all employees and clients via phone, chat, email, and in-person. 
• Develop and execute global IT support strategies aligned with business growth and digital transformation goals. 
• Create and maintain ongoing metrics and KPIs for Service Desk 
• Participate in IT projects, providing technical leadership and expertise. 
• Work with vendors and partners where necessary to troubleshoot incidents/problem and fulfill business demands. 
• Own incidents through to completion ensuring we find permanent solutions to problems that occur. 
• Maintain and update technical documentation, user manuals and knowledgebase articles. 
• Collaborate with other IT team members and departments to provide timely resolutions to technical issues and improve overall IT processes. 
• Identify opportunities for process improvements and implement best practices to enhance the efficiency and effectiveness of the IT support team. 
• Provide excellent customer service by communicating technical solutions in a clear and concise manner. 
• Ensure compliance with company policies and industry standards. 

Qualifications

Who you are:

• High school diploma or equivalent; associate or bachelor's degree in computer science or related field preferred. 
• 4+ years of experience in IT support or related field. 
• 2+ years of management experience in IT support or related field. 
• Knowledge of Windows and Mac operating systems, Microsoft Office suite, and remote desktop tools. 
• Experience managing and building ITSM ticket support system (JIRA, ServiceNow, FreshWorks, etc) 
• Experience working with and configuring AI tools including agentic workflows, chat assistants, LLM models and emerging technology a plus 
• Ability to work independently and collaboratively in a team environment. 
• Willingness to learn and adapt to new technologies and systems. 
• Experience working within fast paced rapidly growing company 
• Demonstrated strong attention to detail with the ability to balance multiple projects at once and maintain documentation and reporting 
• Strong problem-solving and analytical skills. 
• Strong verbal and written communication skills. 
• A change agent who challenges the status quo and drives innovation within the IT support team. 
• Results-oriented, detailed, energetic, and focused with a strong desire to learn and succeed. 
• Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. 
• Builds partnerships and works collaboratively across the organization with others to meet shared objectives. 
• Uses data, experience, and sound judgment to make informed decisions. 

Additional Information

Our investment in you:

At Vuori, we’re proud to offer the following to our employees: 

• Health Insurance 
• Savings and Retirement Plan  
• Employee Assistance Program 
• Generous Vuori Discount & Industry Perks 
• Paid Time Off  
• Wellness & Fitness benefits  

The salary range for this role is $137,300 per year - $176,610 per year. This role is bonus eligible.

Vuori is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.  

All your information will be kept confidential according to EEO guidelines.