Executive IT Support Lead — User Experience & Escalations

Neuronetics; Malvern (Chester County); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with company contribution

Paid time off

Job summary

Neuronetics is seeking an IT Support Lead to own the end-user support function, drive Freshservice operations, and lead a hands-on team focused on service excellence for Windows, macOS, and Microsoft 365. The role emphasizes executive support for meetings, events, and high-visibility incidents.

You will supervise IT resources, coordinate onboarding/offboarding, and continually improve support delivery, tooling, documentation, and metrics to reduce risk and improve user experience.

Qualifications

• 7+ years of progressive IT support, desktop support, service desk, or related technical experience.
• Experience 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.

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.

Skills

Windows 11

Microsoft 365

Intune

Apple Business Manager

Entra ID

Defender for Endpoint

Freshservice

Executive support

Education

Bachelor's degree in Information Technology or CS

Tools

Freshservice

Microsoft Intune

Apple Business Manager

Microsoft Defender for Endpoint

Job description

Neuronetics is seeking an IT Support Lead to own the end-user support function, drive Freshservice operations, and lead a hands-on team focused on service excellence for Windows, macOS, and Microsoft 365. The role emphasizes executive support for meetings, events, and high-visibility incidents.

You will supervise IT resources, coordinate onboarding/offboarding, and continually improve support delivery, tooling, documentation, and metrics to reduce risk and improve user experience.