Tier 3 - IT Helpdesk - Germain Automotive Partnership

Germain Automotive Partnership•Columbus, OH

2d•Onsite

About The Position

The Team Lead for IT Break/Fix Support leads day-to-day helpdesk operations across the company's Ohio, Michigan, and Florida locations. This is a working lead role responsible for the Tier 1 and Tier 2 escalation queue, vendor relationships, and evaluating and improving team tools and workflows, while also providing hands-on onsite and remote support. The role reports to the IT Director and shadows the director during onboarding before taking full ownership of the team. The position supports a multi-location environment of more than 1,400 users and 1,000 workstations, with priority given to onsite work in the assigned region and scheduled travel to supported sites. The environment includes Windows 10/11 desktops, some iOS devices, Microsoft 365 services such as Entra ID and Intune, an onsite Mitel phone system, Cisco, Meraki, and Juniper infrastructure, CATO and VELO SD-WAN, remote support systems, inventory management, helpdesk triage, and a variety of software troubleshooting. The schedule is Monday through Friday for an eight-hour day, coordinated with the team to provide IT coverage from 7:00 AM to 6:00 PM. The schedule may change based on weekend business hours and workload. Compensation begins at $65,000 annually, based on experience. The role includes a $500 monthly vehicle allowance for travel between Ohio locations and company-paid travel costs for out-of-state locations in Michigan and Florida.

Requirements

Proven team lead, supervisory, or management experience, including the ability to direct, coach, and hold a team accountable; comparable leadership in a multi-site or operational setting may be considered.
A solid IT helpdesk or desktop support background and a track record of independently resolving break/fix issues.
Roughly five or more years of IT experience is ideal; candidates with less IT tenure may be considered if paired with strong, relevant leadership experience.
Background in Computer Science, Information Technology, Management Information Systems, or equivalent hands-on experience.
Strong working knowledge of Windows 11 and comfort troubleshooting the operating system.
Proficiency with Microsoft 365 applications, including Outlook, Excel, and Word.
Experience with both iOS and Android mobile operating systems.
Experience using a ticketing system to track time, communicate updates, and record ticket notes.
Strong analytical and problem-solving skills, attention to detail, and work ethic.
Strong verbal and written communication skills and comfort working with end users, managers, and vendors.
Willingness to travel for onsite support across assigned locations, including the Auto Mall in the Columbus, Ohio area.
Valid driver's license and reliable transportation for regional travel.

Nice To Haves

Project management experience.
Knowledgebase or documentation experience.
Intune mobile device management experience.
PowerShell experience.
Experience with NinjaRMM or a similar remote monitoring and management platform.
Experience with HaloITSM or a similar ticketing or ITSM platform.
Experience with Mitel phone systems or similar telephony platforms.
Experience with Entra ID / Azure Active Directory and the Microsoft 365 Admin Center.
Advanced Windows 11 troubleshooting experience.
Vendor and asset management experience.
Cisco or Meraki networking exposure.

Responsibilities

Lead day-to-day break/fix operations for the Helpdesk team across Ohio, Michigan, and Florida.
Serve as the primary escalation point for break/fix issues from Tier 1 and Tier 2 technicians and own issues through resolution.
Provide technical direction, coaching, and knowledge sharing to help the team resolve issues faster and at the appropriate tier.
Coordinate team coverage and ticket assignment across supported locations.
Monitor the ticket queue for aging, high-impact, and at-risk tickets and intervene before service expectations are missed.
Manage vendor relationships and serve as the primary contact for vendor support, escalations, and coordination.
Open, track, and drive vendor cases to resolution and hold vendors accountable to service levels and timelines.
Coordinate vendor onsite visits, maintenance windows, and changes, and communicate status and impact to stakeholders.
Evaluate tools and workflows, identify gaps and bottlenecks, and recommend practical improvements to efficiency and service quality.
Develop and maintain documentation, runbooks, and knowledgebase articles.
Track recurring issues and work with the broader IT team on root-cause fixes to reduce ticket volume.
Provide troubleshooting and technical support through phone, email, in-person, and remote channels, and schedule onsite support when needed.
Deliver onsite support for assigned locations and travel to other sites on a scheduled cadence.
Set up, update, and terminate user accounts.
Set up, deploy, and decommission workstations and devices.
Manage IT assets.
Communicate work status clearly to managers and end users by phone, email, and in person.
Shadow the IT Director during onboarding to learn the environment, locations, vendors, and processes before taking full ownership of the team.