IT Support Lead

Neuronetics, Inc.•Malvern, PA

About The Position

The IT Support Lead owns the day-to-day operation, quality, and continuous improvement of Neuronetics’ end-user support function. This hands-on leadership role is responsible for service delivery, Freshservice, technical escalations, support standards, and the employee technology experience. The role provides functional leadership to IT resources involved in support and may include direct supervision based on organizational needs. The position provides 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 focused on service excellence and developing a career in end-user IT support leadership. The role owns support operations, endpoint and Microsoft 365 support, employee onboarding and offboarding technology processes, event support, incident communications, service measurement, documentation, and standardization of service desk practices across business units. Applicants must be authorized to work for any employer in the United States; the company is unable to sponsor or assume responsibility for employment visa or work authorization.

Requirements

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 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, regardless of whether participating support resources report directly to the role.
Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
At least 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 remaining 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.
Must be authorized to work for any employer in the United States; the employer is unable to sponsor or assume responsibility for employment visa or work authorization.

Nice To Haves

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

Responsibilities

Own the 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 uphold standards for 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 technical 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 contingency options.
Coordinate support responses and employee communications during major incidents, escalate issues to appropriate technical owners, and update documentation and procedures after significant events.
Monitor response and resolution times, aging tickets, backlog, customer satisfaction, escalations, and recurring issues, using service 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 practices across company business units, with potential scope expansion to additional locations.
Perform other duties as needed or required.

Benefits

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 and long-term disability insurance
401(k) savings and investment plan with company contribution
Paid vacation and personal time for non-exempt salaried employees, calculated per pay period
Flex-PTO for full-time exempt employees
Paid sick leave where applicable and required under state law