IT Support Lead

Hpiq; San Francisco (CA); On-site; USD 150,000 - 236,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Short-term disability insurance

Long-term disability insurance

Generous paid leave policies

Job summary

Hpiq in San Francisco is looking for an experienced IT Support Lead to manage daily IT support operations and improve processes. The role includes providing technical support across macOS, Windows, and SaaS applications, enforcing operational standards, and handling inventory management.

Candidates should have over 10 years in IT support, exceptional communication skills, and strong problem-solving abilities. A comprehensive benefits package and competitive salary ranging from $150,000 to $236,000 are offered.

Qualifications

• 10+ years in IT Support or similar role.
• Strong experience with macOS, Windows, and SaaS environments.
• Experience in onboarding and offboarding processes.
• Proficient in IT inventory and asset management.
• Exceptional communication skills and attention to detail.

Responsibilities

• Own day-to-day IT support operations and endpoint management.
• Provide hands-on technical support for employees.
• Manage IT onboarding and offboarding workflows.
• Administer Google Workspace, Microsoft 365, and other tools.
• Improve support operations through documentation and processes.

Skills

Technical problem-solving

IT support management

SaaS application support

Windows and macOS troubleshooting

Knowledge base management

Education

10+ years of hands-on IT Support experience

Tools

Google Workspace

Microsoft 365

Okta

Slack

Job description

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.

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, onboarding 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 tenure
  • 11 paid holidays
  • Additional flexible paid vacation and sick leave

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).

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law.