IT Service Manager (Retail Support Champion)

About Us

At Bailey Nelson, were on a mission to change how people see the world and how the world sees them. Were a down-to-earth team thats obsessed with improving every day, and were growing fast.

Founded in Bondi Beach, Sydney in 2012, Bailey Nelson is a fast growing retailer with over 110 clinics and stores globally (and counting!) across Canada, Australia, and New Zealand. Our mission is to deliver world-class eyecare without compromise.

Our Core Values:

Constantly Improve: We set big goals and take initiative to improve Bailey Nelson and the customer experience.

Down to Earth: We are comfortable being ourselves and create places where people want to be with our warmth, humility, confidence, and respect.

Tightknit: We achieve as a team, plain and simple.

At Bailey Nelson, we believe that technology should empower, not frustrate. We are a fast-growing retail and optometry brand dedicated to delivering amazing experiences for our customers. But we know a great customer experience starts with a greatemployee experience.

Thats where you come in. We are looking for an upbeat, high-energy IT Services Manager who doesn't just love technologythey love the people who use it. If you thrive in a fast-paced environment and get a genuine buzz out of rescuing a store team from a tech meltdown, youre exactly who were looking for.

About this role

This is a genuine opportunity to own our IT infrastructure at a pivotal moment in our expansion. As we scale our retail fleet, you will be the bridge between our corporate strategy and frontline store teams, reporting directly to the VP Finance & Operations to ensure our systems are as ambitious as our growth plans.

Responsibilities include

• Champion Store Success: Ensure all store systems, hardware, optometry equipment, and network connectivity are consistently operational. Maintain accurate support timelines and manage vendors to ensure strict adherence to quality and service standards. Manage the roll out of store network upgrades and other updates.
• Security & Compliance: Lead infrastructure security improvements. Proactively identify vulnerabilities and ensure all store and corporate networks adhere to security best practices.
• Vendor & Asset Management: Manage the full lifecycle of in-store and corporate hardware (procurement, deployment, retirement) and act as the primary point of contact for external tech vendors.
• Continuous Improvement: Spot recurring tech hiccups in stores and proactively implement long-term fixes rather than just applying band-aids. Optimize ticketing workflows for speed and efficiency, managing help-desk resourcing.

What we're looking for

• 7-10+ years of IT support management experience in high-volume retail, hospitality, or multi-unit environments
• Technical literacy: Proficiency with POS systems, Google business apps, store network infrastructure (Wi-Fi, routers), and service desk software
• Proven experience managing external vendors and holding them accountable to SLAs
• Strong problem-solving skills with a focus on speed and efficiency
• Commercially minded, with the ability to manage IT budgets and hardware lifecycles effectively
• Ability to travel regionally to job sites for critical project milestones as needed
• Proven ability to lead and manage a small team
• Can work from the Vancouver Support Office 3+ days per week.

Who you are

• You are "In the Detail": You catch technical anomalies immediately. You anticipate system bottlenecks and have backup plans ready.
• You are prepared for a fast roll-out: You thrive in high-velocity environments, managing tech setups for new stores across regions.
• You "Get Things Done": You are a proactive problem solver who finds the bottleneck and resolves it quickly. You measure success by results, not effort.
• You are collaborative: You treat vendors and store teams as and build strong relationships with internal teams.
• You are accountable: You hold yourself responsible for outcomes, ensuring tech systems are up, secure, and performant.

What we offer

• A seat at the table in a rapidly scaling, energetic global brand.
• Competitive salary, annual bonus structure, and comprehensive benefits.
• A generous product discount not only for you, but for your friends & family as well.
  

This is your chance to step into an exciting role, elevate your career, and be part of a brand thats growing fast. Ready to frame your future? Apply now.