Job Description

USA - MA - Boston - BOS1

Our Opportunity:

At Chewy, it is our mission to be the most trusted and convenient destination for pet parents (and partners) everywhere! We are looking for an IT Site Support Manager located in Boston, MA! This role is key in shaping the user experience and reliability of IT operations across three strategic offices. As a vital member of the IT team, the Manager, IT Site Support, will work closely with the management team, staff, and other internal IT teams to oversee and support local IT infrastructure and services. You will serve as the main contact between the business and technical teams for implementing solutions to complex computer and network issues at the facilities.

What You'll Do:

This role will manage the daily operations of the local IT team, demonstrating compassionate leadership, encouraging team engagement, and building a high-performing support organization. You will plan, direct, and coordinate all activities related to supporting desktops, laptops, the Genesys phone system, network connectivity, Windows and Mac administration, and more. Along with operational leadership, you will lead special projects involving emerging technologies, vendor evaluation, and complex problem-solving, providing a dynamic opportunity to expand your technical skills and promote innovation.

• Analyze problems and recommend hardware and software solutions as needed
• Serve as the point of contact for IT issues in Boston, Seattle, and Minneapolis
• Partner with IT leaders to resolve short- and long-term technical challenges
• Support and maintain Zoom, Slack, Genesys, and conference room systems
• Manage vendor relationships, bid collection, and pricing negotiations
• Champion continuous improvement and ensure a high-quality user experience
• Document all system changes, implementations, and support resolutions
• Enforce and improve IT policies, procedures, and operational standards
• Lead and deliver IT projects on time and within scope
• Ensure timely issue resolution through proactive maintenance and support
• Define and track SLAs and critical metrics; address gaps and drive accountability
• Identify and resolve inefficiencies across people, processes, or tools
• Oversee asset management, procurement, and inventory control
• Evaluate team performance, identify gaps, and implement service improvements
• Conduct performance reviews and manage team development and recognition
• Participate in the 24/7 on-call rotation and emergency response

What You'll Need:

• 3+ years of experience directly managing technical support teams
• 5+ years of experience providing technical support in a corporate environment
• Experience supporting PC’s in a Windows Active Directory environment
• Experience supporting Macs in a business environment
• Expertise in areas of IT such as Microsoft Administration, Mac Administration, and Mobile Device Management
• Strong knowledge of networking concepts such as DNS, DHCP, SSL, and TCP/IP protocols
• Experience with Data Cabling / Computer Facilities maintenance
• Experience with building IT infrastructure in new sites
• Experience managing vendor contracts, relationships, and service outages
• Willingness to work flexible shifts and scheduling, including nights, weekends, and holidays
• Must be able to participate in a 24/7 on call rotation
• Position may require travel

Bonus:

• JAMF Experience
• ServiceNow Experience
• ITIL Certification
• Microsoft Certified: Endpoint Administrator Associate
• Microsoft 365 Certified: Modern Desktop Administrator Associate

The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant.

We offer different types of insurance and benefits, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.

Exempt salary team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.

Base Salary Range

$87,000—$130,000 USD

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com .

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