IT Support Lead

HP•San Francisco, CA

3d•$150,000 - $236,000

About The Position

HP IQ, HP’s AI innovation lab, is building intelligent technologies intended to reshape how people work, create, and collaborate. The IT Support Lead will deliver hands-on technical support and help scale and improve IT operations. This person owns day-to-day IT support operations, endpoint lifecycle management, onboarding and offboarding, inventory management, and knowledge management, and serves as a senior technical resource for employees while establishing operational standards across the IT organization. The role supports employees across macOS, Windows, mobile devices, office technology, and SaaS applications. It includes resolving escalated issues, administering business-critical applications and access, managing devices and specialized assets, coordinating procurement and vendor workflows, and maintaining accurate documentation. The successful candidate will improve support processes and employee-facing resources while working carefully with sensitive access and asset processes.

Requirements

At least 10 years of hands-on experience in IT Support, IT Operations, End User Services, or a similar technical support role.
Ability to operate independently and handle a wide range of employee-facing IT issues.
Strong experience supporting macOS, Windows, Google Workspace, Microsoft 365, Okta, Slack, and SaaS-based environments.
Ability to troubleshoot across identity, endpoints, collaboration tools, and business applications.
Experience owning onboarding, offboarding, endpoint provisioning, and access-related workflows, including equipment preparation, account access coordination, secure deprovisioning, and improving the new-hire experience.
Experience managing IT inventory, asset tracking, hardware logistics, and device lifecycle operations.
Strong troubleshooting, documentation, and knowledge base management skills.
Ability to resolve issues directly, identify repeatable patterns, and create clear, useful documentation.
Exceptional attention to detail, strong communication skills, and a service-oriented mindset.
Ability to stay organized, handle sensitive access and asset processes carefully, and communicate clearly with employees at all levels.

Nice To Haves

Startup or high-growth company experience, including comfort with ambiguity, shifting priorities, and building scalable processes while providing hands-on support.
Experience supporting office networking, conference rooms, workplace technology, and hybrid or remote employee setups.
Experience managing prototype devices, engineering hardware, test equipment, or other specialized assets, with attention to confidentiality, tracking accuracy, secure handling, and chain of custody.
Experience improving support operations through process design, automation, documentation, or self-service resources.

Responsibilities

Provide hands-on technical support for employees using macOS, Windows, mobile devices, office technology, and SaaS applications.
Serve as the senior escalation point for complex support issues and drive them through resolution while maintaining a high-quality employee experience.
Identify recurring support trends and improve processes, tooling, and self-service resources.
Own and execute IT onboarding and offboarding, 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.
Manage IT inventory, 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, maintaining 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 keep documentation accurate as tools and workflows evolve.
Identify opportunities to improve support operations through automation, better tooling, and clearer employee-facing guidance.