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.