Senior IT Support Specialist

Headways mission is a big one to build a new mental health care system everyone can access. Weve built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance.

1 in 4 people in the US have a treatable mental health condition but the majority of providers dont accept insurance making therapy too expensive for most people. Headway is building a new mental healthcare system that everyone can access by making it easy for therapists to accept insurance and scale their practice.

Headway was founded in 2019. Since then weve grown into a diverse national network of over 60000 mental healthcare providers across all 50 states who run their practice on our software and have served over 1 million patients. Were a Series D company with over $325m in funding from a16z (Andreessen Horowitz) Accel GV (formerly Google Ventures) Spark Capital Thrive Capital Forerunner Ventures and Health Care Service Corporation.

We want your time here to be the most meaningful experience of your career. Join us and help change mental healthcare for the better.

About the role:

As a Senior IT Support Specialist at Headway you will be vital in supporting all employees from a technology perspective as they build the future of mental healthcare. Youll work closely with peers across IT to deliver exceptional service across both remote and in-office environments with a focus on executive support A/V systems and event readiness. Youll also contribute to scaling IT processes improving tools and documentation and mentoring teammates to elevate how IT operates across the organization.

You will love this role if

• You enjoy solving technical problems and helping others.
• You are passionate about technology and staying up-to-date with the latest trends.
• You thrive in a fast-paced startup environment and bring structure where there is ambiguity.
• You want hands-on experience with the latest technologies.
• You value both technical depth and great customer service.
• You enjoy collaborating closely with teammates and cross-functional partners.

What youll do here:

• Serve as a senior technical resource within IT Support independently owning and resolving complex technical challenges driving process improvements and setting a high standard for service excellence
• Provide white-glove high-touch support for executives and senior leaders both remotely and on-site
• Oversee on-site A/V and office technology support for meetings and presentations ensuring seamless operation with minimal hands-on involvement.
• Support and maintain office infrastructure including setup configuration and basic maintenance of network connectivity in our NYC office.
• Collaborate with IT Engineering to design implement and optimize systems tools and processes that meaningfully improve the employee technology experience applying independent judgment and technical expertise.
• Contribute to maintain and improve internal IT documentation and knowledge bases.
• Provide strategic mentorship and serve as a technical escalation point for junior IT team members sharing expertise and fostering a culture of technical excellence
• Continuously evaluate IT support processes and systems to identify opportunities for efficiency scalability and improved user experience.

Youd be a great fit if...

• You have 5-7 years of experience in IT support systems administration or a related field.
• You are able to work on-site at our San Francisco office 2 days per week with flexibility for additional on-site support as required.
• You have experience providing white-glove technical support to executives and leadership teams.
• You have deep expertise with conference room technology and A/V systems and a knack for resolving issues in a timely manner
• You have administration expertise with at least three of the following products: Okta Google Workspace Zoom Slack Atlassian Jira Atlassian Confluence and 1Password.
• You have a strong understanding of macOS Windows and ChromeOS operating systems
• You have strong problem-solving analytical and communication skills with the ability to build trust across all levels of the organization.

Our interview process

After you apply to Headway here are some details of what to expect during the interview process.

• Initial Screen: Youll connect with someone in recruiting so you can learn more about the team Headways mission and exciting growth and we can get a better idea of your background.
• First Round: Youll meet with the IT Manager to discuss your previous experience and do an initial technical screen.
• Final Rounds: Youll meet several team members for technical and non-technical interviews and leave with a fuller picture of what its like to work at Headway.
• References and the Offer:Our favorite part of the process! Well send over all of the details including specifics on employee equity and congratulatory messages from excited future team members!

The expected base pay range for this position is $146200 - $172000 based on a variety of factors including qualifications experience and geographic addition to base salary this role may be eligible for performance-based variable compensation and an equity grant depending on the position and level.

We are committed to offering a comprehensive and competitive total rewards package including robust health and wellness benefits retirement savings and meaningful ownership opportunities through equity. Compensation decisions are made holistically ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.

• Benefits offered include:
• Equity compensation
• Medical Dental and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 16-week parental leave for eligible employees
• Carrot Fertility annual reimbursement and membership
• 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development

#LI-EM1

We believe a teams strength is in its people and we cannot achieve this mission without a team that reflects the diversity of this problem across race ethnicity gender sexuality age national origin religion family status disability military status and experience.

Headway is committed to the full inclusion of all qualified individuals. As part of this commitment Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or receive other benefits and privileges of employment please inform the recruiter when they contact you to schedule your interview.

Headway participates in E-Verify. To learn more click here.