IT Support Lead

Neuronetics, Inc. / Greenbrook Mental Wellness Centers; Malvern (Chester County); On-site; USD 90,000 - 120,000; Full time

Job summary

Neuronetics, Inc. is seeking an IT Support Lead to own and continually improve the end-user support function. You will lead Freshservice operations, manage escalations, and ensure a superior technology experience for all employees, including executives.

You will provide hands-on leadership, balance strategic oversight with daily ticket work, and coordinate across teams for Windows, macOS, Microsoft 365, Intune, and conference-room technology to enable business-critical meetings and events.

Qualifications

• 7+ years of progressive IT support experience.
• Experience owning a support function as a lead or service desk leader.
• Experience supporting onsite and remote users on Windows and macOS in Microsoft 365.
• Experience supporting conference rooms, executive meetings, Board meetings, training sessions.
• Associate's or Bachelor's in IT/CS or equivalent professional experience.

Responsibilities

• Own IT support function and Freshservice operation.
• Provide functional leadership, coaching, and workload coordination to IT support resources; supervise when applicable.
• Senior escalation point for complex end-user issues; maintain support standards.
• Hands-on support for Windows and macOS laptops, Microsoft 365, devices, printers, peripherals, connectivity.
• Support Intune-managed endpoints; Apple provisioning via Apple Business Manager.
• Support Microsoft 365 services, identity requests, Defender endpoints, and related security tasks.
• Own employee onboarding, transfers, offboarding, including licensing and access.
• Provide tech support for executives and Board meetings; test room technology.
• Coordinate response during major incidents and update documentation post-events.
• Monitor service metrics and drive continuous improvement.
• Maintain documentation, inventory, cross-training to reduce dependency.
• Standardize service desk processes across units; potential expansion to other locations.

Skills

Windows 11

Microsoft 365

macOS support

Endpoint management

Freshservice/ServiceNow/Jira

Customer service

Executive support

Lead through influence

Education

Associate's or Bachelor's in IT/CS

7+ years IT support experience

Lead/service desk experience

Tools

Microsoft Intune

Apple Business Manager

Microsoft Entra ID

Defender for Endpoint

Defender for Office 365

Freshservice

ServiceNow

Jira Service Management

Job description

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, elevate 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, tow