Senior Manager, IT Run Operations (Hybrid) Core IT Infrastructure Boston, Massachusetts, United[...]

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.

Interested in learning more about this job Scroll down and find out what skills, experience and educational qualifications are needed.

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.

Your Impact

As the Senior Manager of IT Run Operations, you will enhance the organization's operational efficiency by establishing robust monitoring processes and ITSM frameworks, ensuring a seamless 24x7x365 support environment.

Your leadership in managing a diverse team and overseeing the IT edge and endpoint environment will drive continuous improvement and reliability, directly impacting service delivery and end-user satisfaction across multiple regions.

What You’ll Do

Location : Hybrid, on-site in Boston, MA

Reports to : VP of IT Infrastructure and Operations

Direct Reports : 8 - 10 IT Support technicians

• Establish and maintain systematic monitoring processes and policies across endpoint environment including DaaS and critical internal applications
• Manage and coordinate internal IT support organization and partners across multiple US and EU locations to handle Level 1 / L2 IT support and triage
• Develop and implement IT initiatives, projects, and solutions that impact endpoint computing environment and edge network operations.
• Assist in driving a comprehensive availability and reliability framework for internal infrastructure and applications for 24x7x 365 environment
• Manage IT budget and resources specifically related to level 1 and 2 support, peripherals, and personal computing endpoints
• Liaise with vendors, suppliers, and other external parties
• Stay up to date with the latest technologies and IT trends
• Train and mentor team members
• Ownership of the Service Now Application and implementation of workflows within this platform across the organization
• Implementation of ITSM framework and governance / partnership with IT groups and other stakeholders
• Drive Continuous improvement initiatives in the following area
• Entry into service for all project and products that go into full production
• Detailed Reporting of all end user tickets (including user type, severity, systems and trends)
• Communication to IT leadership of trending data and potential problems
• Including trends for Level 1 and Level 2 tickets and types
• Categorizing and defining workflow for Level 3 incidents and escalations
• reporting on trends happening within endpoint environments and common application problems
• Incident and problem Management across all IT
• Ownership of Service Now CMDB that drives
• Application Ownership
• Service Ownership across IT and the broader organization (MFG, ENG, Facilities, ETC)

What You Bring

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• At least 10 years of experience in IT operations management
• Certification in ITIL practices, network infrastructure, cloud services (AWS, Azure)
• At least 5 Years experience with ServiceNow or other service management software platform drafting and producing reports
• At least 5 Years experience with VDI- Virtual Desktops (Citrix or VMware Preferred )
• Certifications like CompTIA A+, ITIL, or Microsoft certifications are a plus
• Knowledge of cybersecurity
• Proven experience in developing and implementing IT initiatives
• Excellent problem-solving skills
• Able to multitask and prioritize tasks
• Excellent communication and interpersonal skills
• Strong organizational and leadership skills

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Fitness Programs
• Emotional & Mental Wellness support
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work

The Pay : Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 83,000 in the lowest geographic market and USD 138,000 in the highest geographic market.

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 www.axon.com / careers / benefits.

Don’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.

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.

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Remote working / work at home options are available for this role.