IT Support & Solutions Lead - Global SLA & AI-Driven Ops

Hippo Insurance; Texas; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical plans (several)

Employer-covered dental & vision

401(k) retirement plan

Disability insurance

Flexible Spending Accounts (FSA)

Employee Assistance Program (EAP)

Training and career growth

Flexible Time Off

Parental leave (12 weeks)

Equity

Job summary

Hippo Insurance in Austin seeks an experienced IT Support Lead to guide our global helpdesk, combining customer service excellence with hands-on technical leadership. You will drive improvements to tools, docs, and processes and partner with IT to raise the bar on user experience and security.

You will manage a SaaS environment, IAM, and internal tools, leveraging AI to boost efficiency. A strong emphasis on mentorship, metrics, and scalable solutions defines this role.

Qualifications

• Extensive customer service and IT support experience.
• Experience leading IT support teams and projects.
• Hands-on escalation and problem-solving across platforms.

Responsibilities

• Lead IT support team and serve as customer service evangelist.
• Drive improvements to internal tools, docs, and processes.
• Leverage AI tools to optimize Helpdesk workflows.
• Co-manage SaaS environment including IAM and O365.
• Create policy and process documentation for IT staff and Hippo employees.
• Track and improve team performance using SLAs across US and Poland.
• Lead cross-functional projects impacting user experience, security, and infra.
• Translate requirements into actionable IT support objectives and timelines.
• Identify gaps in technology and engineer scalable solutions.
• Provide hands-on escalation support when needed.

Skills

Customer service leadership

IT project leadership

AI tooling for Helpdesk

Vendor/stakeholder mgmt

Communication & collaboration

People management

Incident/Problem management

Tools

SSO integrations

O365

Identity providers

Slack

Teams

Zoom

Job description

Hippo Insurance in Austin seeks an experienced IT Support Lead to guide our global helpdesk, combining customer service excellence with hands-on technical leadership. You will drive improvements to tools, docs, and processes and partner with IT to raise the bar on user experience and security.

You will manage a SaaS environment, IAM, and internal tools, leveraging AI to boost efficiency. A strong emphasis on mentorship, metrics, and scalable solutions defines this role.