IT Support Manager, East Coast
Axon is seeking an IT Support Manager to lead end-user IT support operations across East Coast locations. This role involves delivering consistent, high-quality support, driving workplace and corporate AV buildouts for return-to-office and office expansion initiatives, supporting IT procurement and M&A integration efforts, and running a metrics-driven support organization with clear accountability for CAST score, KPIs, and SLAs. The position is based in Boston, MA, and reports to the Senior Director of IT Operations.
Key responsibilities include leading day-to-day IT support operations for East Coast sites, managing a team of 8–12 IT Support Technicians, establishing and maintaining consistent support processes across various channels, owning endpoint operations and lifecycle management across Windows and macOS devices, and partnering with Infrastructure, IT Client Engineering, and Security to coordinate patching and endpoint compliance. Additionally, the role involves planning and collaborating on corporate AV buildouts and refreshes, supporting and improving workplace and conference room technology, driving data-backed continuous improvement using ITSM insights, and managing vendor relationships tied to end-user IT and AV deployments.
The ideal candidate will have over 7 years of IT support or IT operations experience, including more than 3 years leading teams, with a preference for multi-site experience. Proven success in running an end-user support organization with strong customer service, clear processes, and measurable outcomes is essential. Experience in building and managing operational metrics, including support KPIs and SLAs, with a bias toward continuous improvement, is required. Strong endpoint computing experience across Windows, macOS, peripherals, and modern workplace tooling is necessary, along with experience delivering workplace technology projects, including conference room and corporate AV deployments. Experience with IT procurement coordination, asset lifecycle planning, and vendor management is also important.
Axon offers a 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 office snacks. Benefits may vary depending on the nature of employment and location.
Joining Axon means becoming part of a mission-driven company dedicated to protecting life. The company values urgency, ownership, and teamwork, and operates with a simple mantra: Fix it, Own it, Build it. Employees are encouraged to take ownership and drive real change, constantly growing as they work hard for a mission that matters at a company where they matter.