IT Support Lead: Executive & End-User Tech Champion

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

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Health savings account

Company-paid life insurance

Paid time off

Job summary

Neuronetics is seeking an IT Support Lead to own the end-user support function and Freshservice operations, with hands-on leadership over ticket handling, escalation, and reporting. You will guide IT support staff and serve as the senior escalation point for complex issues, ensuring high responsiveness and professional service for executives and critical meetings.

You will provide advanced hands-on support across Windows and macOS, Microsoft 365, Intune management, and device provisioning, while

Qualifications

• Associate's or bachelor’s degree in Information Technology, Computer Science, or 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.

Responsibilities

• Own the IT support function and Freshservice operation, including ticket lifecycle and reporting.
• Provide leadership, coaching, and workload coordination to IT support staff.
• Senior escalation point for complex end-user issues; maintain standards of responsiveness and professionalism.
• Hands-on support for Windows and macOS laptops, Microsoft 365, mobile devices, printers, and networking.
• Support Intune-managed endpoints and Apple provisioning via Apple Business Manager.
• Support Microsoft 365 services, identity/access requests, Defender for Endpoint, and audit activities.
• Oversee onboarding, transfers, and offboarding; manage equipment and access provisioning.
• Coordinate tech support for executives and critical meetings; test room tech.
• Coordinate incident response and update docs after major events.
• Monitor service metrics and drive continuous improvement.
• Maintain documentation, inventory, and cross-training.
• Standardize service desk processes; expansion to other locations as needed.
• Other duties as required.

Skills

Windows 11

Microsoft 365

macOS support

Intune

Apple Business Manager

Entra ID

Defender for Endpoint

Freshservice

ITIL 4 Foundation

Education

Associate's or Bachelor's in IT

Tools

Freshservice

Intune

Entra ID

Apple Business Manager

Microsoft 365

Job description

Neuronetics is seeking an IT Support Lead to own the end-user support function and Freshservice operations, with hands-on leadership over ticket handling, escalation, and reporting. You will guide IT support staff and serve as the senior escalation point for complex issues, ensuring high responsiveness and professional service for executives and critical meetings.

You will provide advanced hands-on support across Windows and macOS, Microsoft 365, Intune management, and device provisioning, while