IT Support Manager, East Coast
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Job Location:
Boston, NH - USA
Monthly Salary:
$ 103770 - 166032
Posted on:
4 days ago
Vacancies:
1 Vacancy
Job Summary
Join Axon and be a Force for Good.
At Axon were on a mission to Protect Life. Were explorers pursuing societys most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products we work better together. We connect with candor and care seeking out diverse perspectives from our customers communities and each other.
Life at Axon is fast-paced challenging and meaningful. Here youll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
Join Axon and be a Force for Good.
At Axon were on a mission to Protect Life. We build connected hardware devices and cloud software that help solve societys most critical safety and justice challenges and we do it with urgency ownership and teamwork.
Join Forces with Axon IT Operations. Our IT organization sits within the Global Expansion Group enabling teams as Axon grows across regions and offices. We operate with a simple mantra: Fix it. Own it. Build it.
- Fix it: Restore service quickly and take care of the customer.
- Own it: Drive issues end-to-end no not my job no dropped handoffs.
- Build it: Prevent repeat issues through standards automation documentation and scalable processes.
As the IT Manager East Coast you will lead end-user IT support operations across East Coast locations deliver consistent high-quality support drive workplace and corporate AV buildouts for RTO and office expansion initiatives support IT procurement and M&A integration efforts and run a metrics-driven support organization with clear accountability for CAST score KPIs and SLAs.
Location: Boston MA On-site
Travel: Required as needed to support other worldwide sites and projects
Reports to: Senior Director IT Operations
Direct Reports: 2 EMEA IT Support Technicians plus US based contractors and partners as needed
What Youll Do
- Lead day-to-day IT support operations for East Coast sites delivering best-in-class Level 1 Level 2 and Level 3 support triage and escalation coordination.
- Manage coach and develop a team of 812 IT Support Technicians; build scalable coverage models queue ownership and performance standards.
- Establish and maintain consistent support processes across channels including walk-up chat phone and email with clear escalation paths and ownership for resolution.
- Own endpoint operations and lifecycle management across Windows and macOS devices peripherals and mobile devices including provisioning asset management inventory and spares planning and replacement forecasting.
- Partner with Infrastructure IT Client Engineering and Security to coordinate patching endpoint compliance and operational readiness for end-user-facing services.
- Plan and collaborate on corporate AV buildouts and refreshes across East Coast offices in partnership with Facilities Workplace and IT stakeholders including room standards deployment plans vendor coordination commissioning and handoff to support.
- Support and improve workplace and conference room technology across East Coast offices including room readiness uptime incident response and event support coordination.
- Drive data-backed continuous improvement using ITSM insights including ticket trends repeat issue analysis root cause identification and measurable reductions in time-to-triage and time-to-resolution.
- Run a metrics-driven support organization by monitoring and improving CAST score team KPIs and SLA adherence; publish dashboards and communicate performance trends to leadership.
- Define and enforce operational readiness standards for new workplace IT deployments and site changes including support model requirements documentation monitoring expectations training and communications.
- Manage vendor relationships tied to end-user IT and AV deployments including hardware suppliers integrators repair vendors and local service providers with accountability for performance and escalations.
- Partner with Procurement and Finance stakeholders on support-related purchasing inventory planning and vendor coordination for end-user IT and workplace technology.
- Support M&A integration efforts by helping onboard acquired teams and offices into standard IT processes tools support models and workplace technology standards.
- Partner with ITSM stakeholders preferably in ServiceNow to ensure strong ticket categorization workflow adherence reporting and knowledge base contributions.
- Support new office buildouts site expansions and RTO planning and execution across the East Coast.
What You Bring
- 7 years of IT support or IT operations experience including 3 years leading teams; multi-site experience strongly preferred
- Proven success running an end-user support organization with strong customer service clear process and measurable outcomes
- Experience building and managing to operational metrics including support KPIs and SLAs with a bias toward continuous improvement
- Strong endpoint computing experience across Windows macOS peripherals and modern workplace tooling; comfort operating in a fast-paced environment
- Experience delivering workplace technology projects including conference room and corporate AV deployments standards vendor management commissioning and support handoff
- Experience with IT procurement coordination asset lifecycle planning and vendor management
- Experience supporting office openings site expansions or M&A integration activities is strongly preferred
- Experience with ITSM practices including incident request problem and knowledge management; ServiceNow experience preferred
- Strong communication and stakeholder management skills with the ability to join forces across Support Infrastructure Security Apps Facilities Workplace Procurement and the business
- Excellent organizational skills and prioritization; comfortable balancing day-to-day operations with longer-term improvements
- Bonus: VDI/DaaS familiarity and basic networking or edge troubleshooting
- Certifications are a plus: ITIL CompTIA A Microsoft Jamf/Apple Okta
Benefits That Benefit You
- Competitive salary and 401(k) with employer match
- Discretionary paid time off
- Paid parental leave for all
- Medical dental and vision plans
- Fitness programs
- Emotional and mental wellness support
- Learning and development programs
- And yes we have snacks in our offices
Benefits may vary depending on the nature of your employment and location.
Axon is a total compensation company meaning compensation is made up of base pay bonus and stock awards. The actual base pay is dependent upon many factors such as: level function training transferable skills work experience business needs geographic market and often a combination of all these factors. Our benefits offer an array of options to help support you physically financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit Pay Range
$103770 - $166032 USD
Dont meet every single requirement Thats ok. At Axon we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer better place. We are also committed to building diverse teams that reflect the communities we serve.
Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If youre excited about this role and our mission to Protect Life but your experience doesnt align perfectly with every qualification listed here we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Important Notes
The above job description is not intended as nor should it be construed as exhaustive of all duties responsibilities skills efforts or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.
Some roles may also require legal eligibility to work in a firearms environment.
We collect personal information from applicants to evaluate candidates for employment. You may request access deletion or exercise other CCPA rights ator via ourAxon Privacy Web Form. For more information please see the Your California Privacy Rights section of ourApplicant and Candidate Privacy Notice.
Axons mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axons impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental health and safety regulations policies and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.
We are an equal opportunity employer that promotes justice advances equity values diversity and fosters inclusion. Were committed to hiring the best talent regardless of race creed color ancestry religion sex (including pregnancy) national origin sexual orientation age citizenship status marital status disability gender identity genetic information veteran status or any other characteristic protected by applicable laws regulations and ordinances and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process please email Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
Phishing alert: Axon will never ask you to pay for any part of the hiring process including training equipment or background checks. We do not make job offers via text message WhatsApp or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at If you receive a suspicious offer or outreach from an email address that is not @ or if you are asked for sensitive personal information (bank details Social Security Number) prematurely please ignore the message and report it to .
Required Experience:
Manager
About Company
The Axon Network connects people, devices, and apps to protect life in all regards. From our TASER smart weapons, to police body cameras, to our industry-leading cloud-based evidence management software, we are the world’s premier public safety company and are committed to delivering ... View more
