Hyderabad, Telangana, India
Information Technology
Full-Time
Chargebee
Overview
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 Responsibilities : Desk Management :
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 Responsibilities : 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 & 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 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 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 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 & Reporting :
- Own and track metrics including CSAT, SLA attainment, first-contact resolution, and ticket volumes.
- Implement dashboards for real-time and periodic reporting to Skills & Experience : :
- 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 :
- 5+ years of IT support experience, including 12+ years leading a helpdesk/service desk or regional support function in a SaaS 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 & 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.
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