Lead IT Support Technician, Chime

• This role requires strong technical depth, operational excellence, and a high bar for customer experience
• 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
• We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals

Desirable

• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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