IT Support Lead

About the role

We 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.

Responsibilities

• 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.
• Owning and executing 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.
• Cook up 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.

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.

Pay

$150,000- $236,000

Benefits

• 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 tenure
  • 11 paid holidays
  • Additional flexible paid vacation and sick leave (US benefits overview)

Equal Opportunity Employer

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).