Lead IT Support Technician

About the role

Chime is building a world-class IT Support & Operations organization that delivers exceptional employee experiences while scaling reliably and securely. Our IT team partners closely with employees across the company to ensure technology enables productivity, collaboration, and growth.

As a Lead IT Support Engineer, you will serve as the sole on-site IT presence in our New York City office, owning all aspects of local IT operations while acting as a senior individual contributor within the broader IT Support & Operations team. This role requires strong technical depth, operational excellence, and a high bar for customer experience.

You will be responsible for end-to-end IT support for local employees, AV systems and events, new hire onboarding for the East Coast, and hands-on office IT management. You will act as a senior IC role model by mentoring and supporting junior team members, influencing team standards and best practices through example, technical excellence, and collaborative guidance rather than direct management.

The base salary offered for this role and level of experience will begin at $127,000 and up to $175,000. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to

Technical Site Ownership & Office Operations

• Act as the technical site owner for the New York City office, accountable for the reliability, usability, and day-to-day health of all local IT systems and services.


• Independently assess, prioritize, and resolve local IT issues, escalating when problems have broader regional, security, or architectural impact.


• Plan and execute office IT changes and improvements with team support, including hardware refreshes, conference room upgrades, and workspace technology enhancements.


• Serve as the primary point of accountability for NYC office IT outcomes, ensuring issues are clearly communicated, tracked, and driven to resolution.

End-User Support & White-Glove Experience

• Deliver exceptional, white-glove IT support to local and remote employees, including executives and high-visibility stakeholders.


• Own high-complexity, high-impact escalations and act as the user-facing incident lead for local IT incidents.


• Model best-in-class ticket handling, communication, and documentation standards that other IT Support Engineers can follow.


• Apply strong judgment to balance urgency, impact, and long-term service quality when managing competing demands.

AV Systems & Collaboration Technology

• Own the maintenance, and troubleshooting of conference room and event AV systems, including Zoom Rooms, Logitech Rally equipment, and similar solutions.


• Provide hands-on AV support for large meetings, all-hands, and complex events, including advanced AV booth setups.


• Proactively improve AV reliability through preventative maintenance, monitoring, and clear documentation.


• Serve as the escalation owner for critical AV issues and ensure clear post-incident follow-up and improvements.

New Hire Onboarding & Employee Lifecycle

• Lead new hire IT orientations and onboarding sessions for East Coast employees, ensuring a consistent, high-quality first-day experience.


• Own local onboarding readiness, including equipment provisioning and access validation.

Asset Management & Logistics

• Own local asset lifecycle execution, including inventory accuracy, break/fix support, shipping and receiving, and secure device handling.


• Maintain clean, organized, and auditable inventory and storage spaces, setting a high bar for operational discipline.


• Partner with central IT Operations to ensure asset data accuracy and smooth logistics across regions.

Metrics, Reporting & Operational Visibility

• Help definition, collection, and reporting of IT support metrics ensuring service impact is measurable and transparent.


• Build and maintain dashboards and reports that surface key indicators such as ticket volume, resolution time, escalation trends, onboarding readiness, AV reliability, and asset health.


• Partner with IT leadership to ensure metrics are clear, consistent, and actionable, supporting data-informed decisions and prioritization.


• Translate operational data into concise narratives and insights that help senior leadership understand the impact, risks, and opportunities within IT operations.


• Identify trends, gaps, or recurring issues through data analysis and proactively recommend improvements to tooling, processes, or service design.


• Continuously refine metrics and reporting to improve observability, reduce noise, and align reporting with evolving business and IT priorities.

Influence, Documentation & Team Impact

• Act as a senior IC role model, influencing team standards through example rather than direct management.


• Serve as a trusted escalation and consultation resource for other IT Support Engineers across regions.


• Create, maintain, and curate IT documentation and runbooks that improve consistency, scalability, and support quality.


• Communicate proactively with Facilities, Workplace, People Ops, Security, and other partners to align local IT execution with broader business needs.


• Identify opportunities to improve or automate IT services, driving measurable improvements in reliability, efficiency, and employee experience.

To thrive in this role, you have

• Experience: 7+ years of hands-on IT support or IT operations experience in a modern corporate environment.


• Senior-Level Judgment: Proven ability to operate independently, make sound decisions, and own outcomes with minimal oversight.


• End-User Support Expertise: Strong experience supporting macOS (and some Windows), SaaS applications, identity tools, and collaboration platforms.


• AV Systems Experience: Hands-on experience supporting Zoom Rooms, Logitech Rally, or comparable enterprise AV solutions.


• Customer Experience Focus: Demonstrated commitment to white-glove service, exceptional communication, and employee satisfaction.


• Operational Discipline: Strong attention to detail, organization, cleanliness, and process adherence.


• On-Site Availability: Ability to be consistently on-site in the NYC office and provide in-person support.
  

🌟 Nice to Have

• Experience owning IT operations for a standalone or satellite office.


• Background in IT asset management, logistics, and lifecycle tracking.


• Experience supporting executive stakeholders and large-scale meetings or events.


• Familiarity with ITSM tools, asset management platforms, and documentation systems.


• Previous experience mentoring or acting as a senior IC within an IT Support team.