IT Support Lead

We are looking for an experienced IT Support Lead to deliver exceptional technical support while helping scale and improve our IT operations. 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.

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.

Essential Qualifications:

• 10+ years of hands-on experience in IT Support, IT Operations, End User Services, or a similar technical support role.
• Strong experience supporting macOS, Windows, Google Workspace, Microsoft 365, Okta, Slack, and SaaS-based environments.
• Experience owning onboarding, offboarding, endpoint provisioning, and access-related workflows.
• Experience managing IT inventory, asset tracking, hardware logistics, and device lifecycle operations.
• Strong troubleshooting, documentation, and knowledge base management skills.
• Exceptional attention to detail, strong communication skills, and a service-oriented mindset.

Preferred Skills:

• Startup or high-growth company experience.
• 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.
• Experience improving support operations through process design, automation, documentation, or self-service resources.

Benefits:

• 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