IT Support Lead

Gymshark is seeking an IT Support Lead to serve as the primary escalation point for complex technical issues across retail and corporate environments. This hybrid role supports retail technology and store infrastructure, coordinates with internal teams and external partners, and contributes to new store openings and business-critical deployments.

Key Responsibilities

• Act as the go-to escalation point for complex technical issues across retail and corporate environments.
• Support and optimize retail technology, including POS, payment devices, scanners, tablets, printers, and digital signage.
• Manage store infrastructure such as networks, Wi-Fi, endpoint devices, and connectivity solutions.
• Work with internal teams, managed service providers, and third-party vendors to deliver effective IT support.
• Drive service improvements by maintaining documentation and helping shape IT support best practices.
• Support new store openings, technology deployments, and business-critical projects as Gymshark scales globally.

Required Qualifications

• Experience in a Second Line Support, IT Support Engineer, or Retail Technology Support role.
• Strong troubleshooting and incident management skills, including the ability to resolve complex technical issues.
• Knowledge of Windows, macOS, and core networking technologies such as TCP/IP, DNS, DHCP, VPNs, and Wi-Fi.
• Experience supporting retail technologies, including POS systems, payment devices, and store infrastructure.
• Ability to manage relationships with vendors, MSPs, and business stakeholders.
• A proactive, solutions-focused approach with strong communication and collaboration skills.

Technologies

• Windows, macOS
• TCP/IP, DNS, DHCP, VPNs, Wi-Fi
• POS, payment devices, scanners, tablets, printers, digital signage
• Intune, Jamf, Entra ID, Microsoft 365
• Shopify, NetSuite
• Zebra technologies
• PowerShell
• ITIL frameworks, ITSM platforms such as Freshservice

Benefits

• Comprehensive Medical, Dental & Vision plans
• Performance-based Bonus opportunity
• Competitive PTO
• Contributory 401(k)
• Gymshark Employee Discount & long service awards
• Funded multi-site fitness membership
• Enhanced Family Leave plans
• STD & LTD plans

Nice to Have

• Experience with ITIL frameworks and ITSM platforms such as Freshservice.
• Familiarity with Intune, Jamf, Entra ID, and Microsoft 365.
• Exposure to retail platforms such as Shopify, NetSuite, or Zebra technologies.
• Scripting or automation experience, particularly with PowerShell.

Salary Range

The salary range for this role is USD 75,500 - 94,000 per year.

Hybrid Work and Location

• Hybrid role partially based in the New York City office.
• All candidates must be local or willing to relocate.
• Must be authorized to work in the United States.