Senior IT Support Lead - End-User & VIP Support

Humacyte

Durham (NC)

On-site

USD 85,000 - 110,000

Full time

14 days+

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Benefits offered by this job

Stock Options

401k Plan with 4% Match

Medical, Vision and Dental Plans

Company Paid Disability & Life

23 Days PTO + Holidays & ParentalLeave

Job summary

Humacyte Inc seeks a Senior IT Support Specialist to lead the internal end-user support team in a fast-paced life sciences environment. You will be the go-to person for executives and staff, delivering white-glove, prompt resolution and clear communication.

Manage onboarding/offboarding, devices, and Microsoft 365 across the organization. Ideal candidates bring hands-on troubleshooting for Exchange Online, SharePoint, Teams, Outlook, Intune, and patch management, plus strong customer service and

Qualifications

5–8 years hands-on IT support or help desk experience, including senior/escalation level.
Excellent customer-service, communication, and interpersonal skills.
Experience owning or leading employee IT onboarding/offboarding.
Strong troubleshooting of Microsoft 365 for end users.
Experience managing devices with Microsoft Intune.
Hands-on patch management experience.
Experience supporting a Microsoft/Azure-based environment.
Knowledge of core networking concepts to triage/escalate.
Ability to stay calm, organized and responsive under competing priorities.
Willingness to participate in on-call rotation (compensated).
Bachelor's degree or commensurate experience.

Responsibilities

Act as senior point of contact for internal employees with prompt, courteous support.
Own tickets end-to-end — diagnose, resolve, and communicate status.
Provide high-touch support for executives and VIPs.
Translate issues into plain language and manage expectations.
Escalate complex issues to frontline staff; mentor junior technicians.
Help create knowledge base and SOPs; contribute to documentation.