IT Support Manager, East Coast

Axon•Boston, MA

8d•Onsite

About The Position

Join Axon and be a Force for Good. At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s 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, you’ll 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, we’re on a mission to Protect Life. We build connected hardware devices and cloud software that help solve society’s 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

Requirements

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

Nice To Haves

VDI/DaaS familiarity and basic networking or edge troubleshooting
Certifications are a plus: ITIL, CompTIA A+, Microsoft, Jamf/Apple, Okta

Responsibilities

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 8–12 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.