Senior IT Support Engineer

About Headway

Headway’s mission is a big one – to build a new mental health care system everyone can access. We’ve 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 don’t 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, we’ve grown into a diverse, national network of over 60,000 mental healthcare providers across all 50 states who run their practice on our software and have served over 1 million patients. We’re 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.

Job Summary

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. You’ll 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.

Key Responsibilities

• Act as a senior technical resource within IT Support, owning and resolving complex issues, guiding incident resolution, improving processes, and setting a high standard for partnership and service excellence.
• Provide white-glove, high-touch support for executives and senior leaders, both remotely and on-site.
• Oversee on-site A/V support for meetings, presentations, and company-wide gatherings ensuring seamless operation of video conferencing and presentation equipment in our NYC office.
• Support and maintain office infrastructure, including setup, configuration, and basic maintenance of network connectivity in our NYC office.
• Partner with IT Engineering to improve systems, tools, and processes that enhance the overall employee technology experience.