IT Support Lead
Description -About the RoleWe are looking for an experienced IT Support Lead to deliver exceptional technical support while helping scale and improve our IT operations. This is a hands-on role for someone who enjoys solving complex technical problems, improving processes, and creating a great employee experience.
As the IT Support Lead, you will be the primary owner of day-to-day IT support operations, endpoint lifecycle management, onboarding and offboarding, inventory management, and knowledge management. You will serve as a senior technical resource for employees and help establish operational standards across the IT organization at HP IQ..
What you might do- Provide hands-on technical support for employees across macOS, Windows, mobile devices, office technology, and SaaS applications.
- Act as the senior escalation point for complex support issues, driving problems through resolution while maintaining a high-quality employee experience.
- Identify recurring support trends and help improve processes, tooling, and self-service resources.
- Own and execute IT onboarding and offboarding workflows, including device setup, account provisioning, access coordination, and equipment recovery.
- Administer and support Google Workspace, Microsoft 365, Okta, Slack, and other business-critical SaaS tools.
- Ensure access changes are completed accurately, securely, and on time.
- Manage provisioning, troubleshooting, lifecycle support, and tracking for Windows and macOS devices.
- Own IT inventory management, including hardware procurement support, asset tracking, storage, audits, and logistics for remote and in-office employees.
- Track and manage prototype devices, engineering hardware, test equipment, and other specialized assets with strong attention to detail and clear chain of custody.
- Manage day-to-day procurement workflows for IT hardware, peripherals, SaaS tools, and service providers.
- Coordinate hardware ordering, shipping, receiving, asset tagging, and assignment for new hires, replacements, office needs, and specialized device requests.
- Support SaaS vendor administration, renewals, license tracking, purchase requests, and access-related coordination.
- Partner with Finance, Legal, Security, and internal stakeholders to ensure purchases and vendor requests are reviewed, approved, documented, and completed accurately.
- Write, maintain, and improve IT knowledge base articles, troubleshooting guides, onboarding documentation, and operational runbooks.
- Standardize repeatable support processes and ensure documentation stays accurate as tools and workflows evolve.
- Look for opportunities to improve support operations through automation, better tooling, and clearer employee-facing guidance.
Essential Qualifications- 10+ years of hands-on experience in IT Support, IT Operations, End User Services, or a similar technical support role. This person should be comfortable operating independently and handling a wide range of employee-facing IT issues.
- Strong experience supporting macOS, Windows, Google Workspace, Microsoft 365, Okta, Slack, and SaaS-based environments. The ideal candidate can troubleshoot across identity, endpoints, collaboration tools, and business applications.
- Experience owning onboarding, offboarding, endpoint provisioning, and access-related workflows. This includes preparing equipment, coordinating account access, ensuring secure deprovisioning, and improving the overall new hire experience.
- Experience managing IT inventory, asset tracking, hardware logistics, and device lifecycle operations. Accuracy and follow-through are critical, especially in a fast-moving environment with remote employees, office equipment, and specialized devices.
- Strong troubleshooting, documentation, and knowledge base management skills. This person should be able to solve issues directly, identify repeatable patterns, and turn tribal knowledge into clear, useful documentation.
- Exceptional attention to detail, strong communication skills, and a service-oriented mindset. This role requires someone who can stay organized, handle sensitive access and asset processes carefully, and communicate clearly with employees at all levels.
Preferred Skills- Startup or high-growth company experience. Candidates should be comfortable with ambiguity, shifting priorities, and building scalable processes while still handling hands-on support work.
- Experience supporting office networking, conference rooms, workplace technology, and hybrid/remote employee setups.
- Experience managing prototype devices, engineering hardware, test equipment, or other specialized assets. A strong candidate understands the importance of confidentiality, tracking accuracy, secure handling, and clear chain of custody.
- Experience improving support operations through process design, automation, documentation, or self-service resources. The ideal candidate looks for ways to reduce repeat issues and make IT easier for employees to navigate.
Salary: $150,000- $236,000
Compensation & Benefits (Full-Time Employees)The salary range for this role is listed above. Final salary offered is based upon multiple factors including individual job-related qualifications, education, experience, knowledge and skills.
At HP IQ, we offer a competitive and comprehensive benefits package, including:
- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies, including; 4-12 weeks fully paid parental leave based on tenure11 paid holidaysAdditional flexible paid vacation and sick leave (US benefits overview)
Job -Data & Information Technology
Schedule -Full time
Shift -No shift premium (United States of America)
Travel -Relocation -
