IT Support Team LeadChargebee • Bengaluru, Republic Of India, IN
IT Support Team Lead
Chargebee • Bengaluru, Republic Of India, IN
6 days ago
Job descriptionBuild 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. 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. 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. 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. Own and track metrics including CSAT, SLA attainment, first-contact resolution, and ticket volumes. Implement dashboards for real-time and periodic reporting to leadership. 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. 5+ years of IT support experience, including 1–2+ years leading a helpdesk / service desk or regional support function in a SaaS company. 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). 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.
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
3. End-User Support & Guidance
4. Team Leadership & Mentoring
5. Knowledge, Runbooks & Training
6. Metrics & Reporting
Required Skills & Experience
Mindset
Experience
Technical Skills
Leadership & Communication
Create a job alert for this search
Team Lead • Bengaluru, Republic Of India, IN
Related jobs
Lead It Support Engineer
Chargebee • Bengaluru, Republic Of India, IN
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 s...Show more
Last updated: 22 days ago • Promoted
IT Support Operations Leader
Navi • Bengaluru, Republic Of India, IN
The IT team at Navi ensures smooth day-to-day operations across the organization, and focuses on enhancing workplace experience.
They manage office services, coordinate logistics, and handle adminis...Show more
Last updated: 14 days ago • Promoted
Team Lead
Firstsource • Bengaluru, Karnataka, India
Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services.Firstsource specializes in helping customers stay ahead of the curve through transformational so...Show more
Last updated: 30+ days ago • Promoted
Customer Support Team Lead
Pine Labs • Bengaluru, Karnataka, India
Job Title : Customer Support Team Lead.We are seeking a proactive and experienced.The ideal candidate will have strong leadership skills, a customer-first mindset, and the ability to drive performan...Show more
Last updated: 9 days ago • Promoted
Customer Support Team Lead
ITILITE • Bengaluru, Karnataka, India
ITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expense.Backed by marquee investors from Tiger Global, and Dharana Capital, we serve 500+ companies including Jockey...Show more
Last updated: 6 days ago • Promoted
Service Desk Team Lead
Relevance Lab • Bengaluru, Republic Of India, IN
The Service Desk Lead for the Carne Project will be responsible for overseeing the daily operations of the service desk, ensuring that IT support services are delivered efficiently and effectively....Show more
Last updated: 9 days ago • Promoted
Technical Support Team Lead
Palo Alto Networks • Bengaluru, Republic Of India, IN
At Palo Alto Networks® everything starts and ends with our mission : .Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and m...Show more
Last updated: 22 days ago • Promoted
Team Lead - IT Infrastructure
Elektrobit • Bengaluru, Karnataka, India
The IT Infrastructure team has the task of positioning IT as an enabler of company-important customer projects through high-quality input.
One of the most important tasks is to support the Elektrobi...Show more
Last updated: 30+ days ago • Promoted
Technical Support Lead
VAYUZ Technologies • Bengaluru, Karnataka, India
We are looking for a proactive.You will play a key role in troubleshooting complex issues, collaborating with developers, and driving support excellence.
Lead and mentor the support team, ensuring t...Show more
Last updated: 13 days ago • Promoted
Technical Support Team Lead - Cloud Solutions
Palo Alto Networks • Bengaluru, Republic Of India, IN
At Palo Alto Networks® everything starts and ends with our mission : .Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and m...Show more
Last updated: 30+ days ago • Promoted
APAC IT Support Lead
Check Point Software • Bengaluru, Republic Of India, IN
We are looking for a passionate and experienced Help Desk Team Lead to join our global IT team! If you have a strong background in end-user support, leadership skills, and a drive to improve servic...Show more
Last updated: 9 days ago • Promoted
IT Infrastructure Team Lead
Elektrobit • Bengaluru, Republic Of India, IN
The IT Infrastructure team has the task of positioning IT as an enabler of company-important customer projects through high-quality input.
One of the most important tasks is to support the Elektrobi...Show more
Last updated: 30+ days ago • Promoted
Technical Team Lead
Urban Ladder • Bengaluru, Republic Of India, IN
We are looking for an Engineering Manager who can lead team of passionate engineers and drive architecture design, implementation and delivery of highly scalable.
Given the role that an EM plays at ...Show more
Last updated: 1 day ago • Promoted
Advanced Support Team Lead
Check Point Software • Bengaluru, Republic Of India, IN
The incumbent will be in charge of the APAC Diamond Services team and ensure that the customer experience delivered to our VIP customers are of the highest standards and aligned to our company valu...Show more
Last updated: 30+ days ago • Promoted
IT Support Operations Lead
Chargebee • Bengaluru, Republic Of India, IN
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 s...Show more
Last updated: 6 days ago • Promoted
Team Lead - QA (Networking & SASE Solutions)
Check Point Software • Bengaluru, Karnataka, India
We are a leading innovator in cybersecurity and networking solutions, committed to delivering cutting-edge Secure Access Service Edge (SASE) platforms.
Our team thrives on deep technical expertise, ...Show more
Last updated: 4 days ago • Promoted
Team Lead - It Infrastructure
Elektrobit • Bengaluru, Republic Of India, IN
The IT Infrastructure team has the task of positioning IT as an enabler of company-important customer projects through high-quality input.
One of the most important tasks is to support the Elektrobi...Show more
Last updated: 30+ days ago • Promoted
Senior IT Support Specialist
Chargebee • Bengaluru, Republic Of India, IN
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 s...Show more
Last updated: 6 days ago • Promoted