Senior IT Support Specialist at Headway

San Francisco, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Mental Health, Healthcare TechnologyIndustries

Requirements

5-7 years of experience in IT support, systems administration, or a related field
Able to work on-site at the San Francisco office 2 days per week, with flexibility for additional on-site support as required
Experience providing white-glove technical support to executives and leadership teams
Deep expertise with conference room technology and A/V systems, with a knack for resolving issues in a timely manner
Administration expertise with at least three of the following products: Okta, Google Workspace, Zoom, Slack, Atlassian Jira, Atlassian Confluence, and 1Password

Responsibilities

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 the 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

Skills

Key technologies and capabilities for this role

IT SupportExecutive SupportA/V SystemsEvent SupportIT ProcessesDocumentationMentoringTroubleshootingRemote SupportStartup Environment

Questions & Answers

Common questions about this position

Is this role remote or does it require office presence?

The role involves supporting both remote and in-office environments, including on-site support in the NYC office for A/V systems, office infrastructure, and executive support.

What skills are required for the Senior IT Support Specialist role?

The role requires strong technical problem-solving skills, passion for technology and staying current with trends, ability to thrive in a fast-paced startup, hands-on experience with latest technologies, and excellent customer service combined with technical depth.

What does the company culture at Headway feel like?

Headway offers a fast-paced startup environment where employees collaborate closely with teammates and cross-functional partners, focusing on meaningful work to change mental healthcare while enjoying hands-on experience with cutting-edge technologies.

What is the salary or compensation for this position?

This information is not specified in the job description.

What makes a strong candidate for this Senior IT Support Specialist role?

Strong candidates enjoy solving complex technical problems, provide exceptional customer service especially to executives, thrive in fast-paced ambiguous environments, and have experience improving IT processes while mentoring others.

Headway

Connects patients with affordable mental health services

About Headway

Headway simplifies the process of finding and paying for mental health therapy. It operates in the mental health market, addressing the challenge that many Americans face in accessing care due to high costs and complicated insurance processes. For individuals, Headway provides a platform where they can easily search for therapists and psychiatrists who accept their insurance, allowing them to find the right mental health care without incurring out-of-pocket expenses. For mental health care providers, Headway reduces the administrative workload associated with accepting insurance, enabling them to focus more on patient care. The company connects patients with providers while ensuring effective use of insurance, and it generates revenue by partnering with health plans and providers. Headway's goal is to create a more accessible and affordable mental healthcare system.

New York City, New YorkHeadquarters

2019Year Founded

$318.1MTotal Funding

LATE_VCCompany Stage

HealthcareIndustries

1,001-5,000Employees

Benefits

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 Paid Time Off

Employee Assistance Program (EAP)

Training and professional development

Risks

Increased competition from platforms like BetterHelp and Talkspace.

Potential backlash from professionals feeling undervalued by Headway's platform.

Regulatory scrutiny as Headway expands into Medicare Advantage and Medicaid.

Differentiation

Headway simplifies finding and paying for therapy with an insurance-accepting provider network.

It reduces administrative burdens for mental health professionals, enhancing focus on patient care.

Headway's platform offers both virtual and in-person therapy sessions, increasing accessibility.

Upsides

Raised $100M in Series D to expand into Medicare Advantage and Medicaid.

Partnerships with Cigna and Blues plan to expand services to all 50 states.

Growing demand for telehealth services boosts Headway's market potential.

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