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.