IT Support Lead

Position Overview:

The IT Support Lead owns the day-to-day operation, quality, and continuous improvement of the Neuronetics end-user support function. This is a hands-on leadership role responsible for service delivery, Freshservice, technical escalations, support standards, and the overall employee technology experience.

The role provides functional leadership to IT resources participating in support, regardless of reporting structure, and may include direct supervision based on organizational needs. A key responsibility is high-touch support for executives and business-critical meetings and events, including Board meetings, training sessions, town halls, conference rooms, and Microsoft Teams meetings. The ideal candidate is an experienced support professional who takes pride in service excellence and wants to build a career in end-user IT support leadership.

Essential Duties/Responsibilities:

• Own the Neuronetics IT support function and Freshservice operation, including ticket intake, prioritization, assignment, escalation, communication, documentation, closure, knowledge content, and reporting.
• Provide functional leadership, technical direction, coaching, and workload coordination to IT support resources; directly supervise assigned staff when applicable.
• Serve as the senior escalation point for complex or high-visibility end-user issues and maintain support standards focused on responsiveness, professionalism, empathy, ownership, and follow-through.
• Provide advanced hands-on support for Windows and macOS laptops, Microsoft 365, mobile devices, applications, printers, peripherals, connectivity, and related technologies.
• Support the Microsoft Intune-managed endpoint environment, including device provisioning, replacement, application deployment, compliance, operating system updates, and lifecycle activities; support Apple provisioning through Apple Business Manager.
• Support Microsoft 365 services, identity and access requests, Microsoft Defender for Endpoint, endpoint security, and audit activities in coordination with the appropriate systems, application, cloud, and security owners.
• Own IT execution of employee onboarding, transfers, and offboarding, including equipment, accounts, access, licensing, orientation, checklists, and documentation.
• Provide and coordinate technology support for executives, Board meetings, town halls, employee training, presentations, and conference and training rooms; proactively test critical room technology and maintain practical contingency options.
• Coordinate the support response and employee communication during major incidents, escalate to the appropriate technical owners, and update documentation and procedures after significant events.
• Monitor service measures and trends, including response and resolution times, aging tickets, backlog, customer satisfaction, escalations, and recurring issues; use the data to drive continuous improvement.
• Maintain support documentation, knowledge articles, endpoint inventory, loaner readiness, coverage plans, and cross-training to reduce dependency on individual team members.
• Support standardization of service desk processes, tools, documentation, and service practices across company business units, with scope that may expand to additional locations as the IT operating model evolves.
• Other Duties as needed or required

Knowledge, Skills, and Abilities:

• Strong knowledge of Windows 11 and Microsoft 365, plus experience supporting macOS devices.
• Hands-on experience with Microsoft Intune or a comparable enterprise endpoint-management platform.
• Familiarity with Apple Business Manager, Microsoft Entra ID, Microsoft Defender for Endpoint, and Microsoft Defender for Office 365.
• Experience with an IT service-management platform such as Freshservice, ServiceNow, or Jira Service Management.
• Strong troubleshooting skills across laptops, docking stations, displays, mobile devices, peripherals, Microsoft Teams, conference-room technology, Wi-Fi, VPN, and networking fundamentals.
• Exceptional customer-service and interpersonal skills, including the ability to make employees comfortable seeking help and to communicate effectively with senior executives and nontechnical users.
• Calm judgment under pressure, with strong prioritization, documentation, and follow-through.
• Ability to lead through influence and process ownership whether or not all participating support resources report directly to the role.

Education and Experience:

• Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• 7+ years of progressive IT support, desktop support, service desk, field support, or related technical experience.
• Demonstrated success owning a support function as a lead or service desk leader while staying hands-on.
• Experience supporting onsite and remote users on Windows and macOS in Microsoft 365.
• Experience supporting conference rooms, executive meetings, Board meetings, training sessions, town halls, or other business-critical events.

Preferred Skills:

• Administration experience with Freshservice, Intune, Entra ID, Apple Business Manager, and Microsoft 365.
• Microsoft Teams Rooms and AV technology, PowerShell or task automation, and endpoint security experience.
• ITIL 4 Foundation, CompTIA A+/Network+/Security+, Microsoft, or equivalent certifications.
• Experience working in an FDA-regulated, medical device, or publicly traded company environment.

Physical Requirements:

• Standing/Sitting: Approximately 70% sitting and 30% standing.
• Walking/Bending/Stooping: Approximately 25%, including bending, kneeling, and reaching around equipment.
• Lifting Requirements: Frequently move IT equipment; occasionally lift up to 50 pounds.
• Travel by air, rail, auto: Up to 10% of time, primarily by auto.

*Applicants must be authorized to work for any employer in the US. We are unable to sponsor or assume responsibility for employment visa/work authorization at this time.

Neuronetics is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Neuronetics/Greenbrook makes hiring decisions based solely on qualifications, merit, and/or business needs at the time. 

*We are committed to providing equal employment opportunities to individuals with disabilities and protected veterans.

Benefits Statement: Selected candidate will be eligible to participate in the Company’s employee benefit plans, which currently include: health insurance; dental insurance; vision insurance; optional supplemental medical insurance; health savings and flexible spending accounts; company-paid life insurance and additional voluntary life insurance; company-paid short term disability and long term disability insurance; participation in a 401(k) savings and investment plan with company contribution; and paid time off for non-exempt salaried employees is calculated as .625 per pay period worked for vacation time and .29166 per pay period for personal time. Full-time exempt employees will be eligible for Flex-PTO, which allows time off without accrual. If applicable and required under state law, the successful candidate will also be eligible for paid sick leave. These benefits are subject to plan terms, company policies and are subject to change.

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