IT Support Manager, East Coast at Axon

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 What You’ll 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 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. 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 [Upgrade to PRO to see link] Base Pay Range$103,770—$166,032 USDDon’t meet every single requirement? That's 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 you’re excited about this role and our mission to Protect Life but your experience doesn’t 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 at [Upgrade to PRO to see contact] or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice. Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s 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. We’re 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 [Upgrade to PRO to see contact]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.