Lead IT Support Engineer

Role OverviewThe 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 Responsibilities1. Service Desk ManagementLead 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 & InnovationBuild 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 & GuidanceActively 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 & MentoringMentor 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 & TrainingBuild 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 & ReportingOwn 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 & ExperienceMindsetAI‑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.Experience5+ years of IT support experience, including 1–2+ years leading a helpdesk/service desk or regional support function in a SaaS company.Technical SkillsStrong 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 & CommunicationDemonstrated 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.