Lead IT Support Engineer

Role Overview

The Lead IT Support Engineer will be responsible for overseeing IT Support operations for Chargebee globally. This role requires both hands-on technical expertise and leadership skills to actively support IT Support Engineers in troubleshooting and resolving complex issues, guide the team effectively, ensure high-quality end-user support, and continuously improve IT service delivery processes.

Key Responsibilities

1. Service Desk Management

• Lead and manage service desk operations: triage and prioritize tickets, manage SLAs, oversee L2/L3 escalations, and ensure high-quality resolution.
• Create and maintain a monthly IT shift roster to ensure adequate coverage.

2. Automation & Innovation

• Build and implement IT Support automations using AI and workflow tools to reduce manual effort and improve resolution times.
• Continuously identify opportunities to streamline support processes through automation.

3. End-User Support & Guidance

• Actively assist IT Support Engineers in troubleshooting complex issues, providing hands-on guidance and resolution support across macOS, Windows, browsers, peripherals, Wi-Fi access, and common SaaS sign-in/SSO problems.
• Serve as a go-to technical resource for the team, ensuring that support agents have the necessary expertise and direction to resolve end-user issues effectively.

4. Team Leadership & Mentoring

• Mentor and develop IT Support Engineers through coaching, shadowing, ticket reviews, runbook creation, and structured training programs.
• Define on-call/rotation coverage across time zones to ensure support continuity.

5. Knowledge, Runbooks & Training

• Build and maintain internal knowledge bases and user-facing documentation, promoting self-service and standard templates for faster resolution.
• Create, update, and maintain runbooks to ensure consistency and reliability in support processes.
• Develop and deliver a comprehensive training program for new joiners in the IT Support team.

6. Metrics & Reporting

• Own and track metrics including CSAT, SLA attainment, first-contact resolution, and ticket volumes.
• Implement dashboards for real-time and periodic reporting to leadership.

Required Skills & Experience

Mindset

• AI‑first, automation‑driven, detail‑oriented, and passionate about delivering a secure yet delightful employee experience.
• Curious mindset with a passion for continuous learning and sharing knowledge within the team.

Experience

• 5+ years of IT support experience, including 1–2+ years leading a helpdesk/service desk or regional support function in a SaaS company.

Technical Skills

• Strong experience supporting Google Workspace, Okta, Slack, Jamf or equivalent MDM solutions.
• Strong knowledge of ITSM processes such as problem management/RCA and change management, with hands-on experience in a modern ITSM tool (e.g., Freshservice).
• Proven expertise in runbook creation, maintenance, and documentation to ensure consistent and reliable support practices.
• Hands-on experience with the Freshservice ticketing system will be considered a strong advantage.
• Experience in building and maintaining IT Support automations using AI and workflow automation platforms (e.g., Zapier, n8n, or equivalent).

Leadership & Communication

• Demonstrated people leadership skills, including coaching, conflict resolution, workload planning, interviewing, and stakeholder management.
• Excellent communication skills: crisp Slack/async updates, user-friendly documentation, and clear incident communications.
• Strong written, verbal, and listening skills with the ability to articulate effectively.