IT Help Desk Lead

Apple Autos•Apple Valley, MN

1d•$70,000 - $85,000

About The Position

Apple Autos is seeking an experienced and motivated IT Help Desk Lead to drive service excellence across its growing organization. This newly created leadership role will shape IT support operations, supervise a distributed help desk team, and own ticket resolution and service delivery across multiple locations. The IT Help Desk Lead oversees daily help desk operations, ticket triage, escalation management, and Level 2 technical support for Apple Autos Group. The role provides leadership and direction to three Level 1 Service Desk Technicians and ensures employees receive timely, effective technology support. The position also contributes to service-level reporting, technology procurement support, AI-assisted help desk workflows, documentation standards, and continuous operational improvement. This role includes participation in an after-hours on-call rotation and regular travel between Apple Autos Group locations. Occasional evening or weekend support may be required.

Requirements

At least 3 years of IT help desk or technical support experience, including Level 2 troubleshooting.
At least 1 year of leadership, supervisory, or team lead experience.
Strong understanding of networking fundamentals, including switching, wireless technologies, and basic firewall/connectivity troubleshooting.
Experience with ConnectWise or similar PSA/RMM platforms.
Experience administering Microsoft 365 and Entra ID, including user provisioning and license management.
Excellent communication, customer service, and follow-up skills.
Ability to manage multiple priorities and adapt in a fast-paced environment.
Valid driver's license and reliable transportation.

Nice To Haves

Experience with ConnectWise PSA, ConnectWise RMM, GoTo Connect, EDR, or SASE solutions.
CompTIA A+, Network+, Cisco CCNA/CCNP, ISACA, or ITIL Foundation certifications.
Automotive dealership or multi-location retail support experience.
Experience with PowerShell, Python, or process automation.
Technology purchasing and expense reconciliation experience.

Responsibilities

Own day-to-day ticket dispatch and escalation management.
Partner with the department's AI-assisted dispatch and triage system to improve support efficiency.
Assign and prioritize tickets across support technicians and locations.
Monitor ticket aging, response times, resolution performance, and service-level compliance.
Follow up with end users to ensure successful resolution and customer satisfaction.
Conduct quality reviews of help desk tickets and phone interactions.
Lead and supervise Level 1 Service Desk Technicians across multiple campuses.
Coordinate technician schedules, coverage, and backup support.
Oversee onboarding and offboarding account provisioning processes.
Ensure role-based access and user permissions are maintained appropriately.
Conduct regular one-on-one meetings and performance reviews.
Support employee development, coaching, and skill-building initiatives.
Serve as the escalation point for Level 2 support issues.
Troubleshoot server, workstation, software, vendor, and infrastructure-related issues.
Diagnose and resolve network connectivity, performance, and communication problems.
Perform basic network administration tasks, including VLAN assignments and port moves, adds, and changes.
Escalate higher-level architectural, security, and enterprise-risk concerns to the Global Technology Director.
Assist with technology procurement requests and equipment planning.
Support departmental administrative functions as needed.
Participate in the department's after-hours on-call rotation.
Provide occasional evening or weekend support when business needs require.