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. 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.

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.
• 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.

Requirements

• 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,