IT Support Lead

OVERVIEW:

At Gymshark, technology is at the heart of every athlete and every store experience we create. As we continue to grow our global retail footprint, we're looking for an experienced

IT Support Lead to help keep our stores, teams, and technology performing at their best.

This isn't your typical support role. You'll be the go-to escalation point for complex technical issues, partnering with internal teams, managed service providers, and third-party vendors to deliver exceptional support across our retail and corporate environments. From supporting new store openings to troubleshooting critical incidents, you'll play a vital role in ensuring our technology remains secure, scalable, and ready to support our ambitious growth plans.

If you enjoy solving complex problems, improving service delivery, and making a tangible impact across a fast-paced retail environment, we'd love to hear from you.

WHAT YOU'LL BE DOING:

• Acting as the go-to escalation point for complex technical issues across our retail and corporate environments.
• Supporting and optimising retail technology including POS, payment devices, scanners, tablets, printers and digital signage.
• Managing store infrastructure, including networks, Wi-Fi, endpoint devices and connectivity solutions.
• Working closely with internal teams, managed service providers and third-party vendors to deliver exceptional support.
• Driving service improvements, maintaining documentation and helping shape best practices across IT support.
• Supporting new store openings, technology deployments and business-critical projects as we continue to scale globally.

WHAT YOU'LL NEED:

Please note t his 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.

Experience in a Second Line Support, IT Support Engineer or Retail Technology Support role.

Strong troubleshooting and incident management skills, with the ability to resolve complex technical issues.

Knowledge of Windows, macOS and core networking technologies, including TCP/IP, DNS, DHCP, VPNs and Wi-Fi.

Experience supporting retail technologies such as POS systems, payment devices and store infrastructure.

Confidence managing relationships with vendors, MSPs and a variety of business stakeholders.

A proactive, solutions-focused mindset with excellent communication and collaboration skills.

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.