IT Service Manager, Retail Support Champion

Bailey Nelson

IT Services Manager ensuring operational tech support and security for retail expansion at Bailey Nelson. Leading a small team and managing vendor relationships in a high-paced environment.

Posted 7/5/2026full-timeVancouver • 🇨🇦 CanadaSeniorLead💰 CA$100,000 - CA$115,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Competitive salary, annual bonus structure, and comprehensive benefits.
A generous product discount not only for you, but for your friends & family as well.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

POS SystemsGoogle Business AppsStore Network InfrastructureService Desk SoftwareIT Budget Management

Soft Skills

Strong Problem-Solving SkillsCommercial Mindset