Tier 3 - IT Helpdesk - Germain Automotive Partnership

Germain Automotive•Columbus, OH

1d•Onsite

About The Position

The Team Lead for IT Break/Fix Support leads day-to-day Helpdesk operations across locations in Ohio, Michigan, and Florida. This is a working-lead role that combines ownership of the Tier 1 and Tier 2 escalation queue, team coaching, vendor coordination, process improvement, and hands-on onsite and remote technical support. The position reports to the IT Director. During onboarding, the team lead will shadow the IT Director to learn the environment, locations, vendors, and processes before taking full ownership of the team. The role supports a multi-location environment of more than 1,400 users and 1,000 workstations, with priority on onsite work in the assigned region and scheduled travel to other supported sites. The team lead coordinates coverage and ticket assignment, monitors ticket quality and aging, develops documentation, and works with the broader IT team to address recurring issues. The role also provides user and hardware management, asset management, and clear communication with managers and end users. The schedule is Monday through Friday, eight hours per 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. The position is based in the Columbus, Ohio area and is onsite with scheduled regional travel. Salary begins at $65,000 annually, based on experience. A $500 monthly vehicle allowance covers travel between Ohio locations; company-paid travel costs apply for out-of-state locations in Michigan and Florida. The technical environment includes Windows 10/11 desktops, iOS devices, Microsoft 365 services including Entra ID and Intune, remote support systems, an on-premises Mitel phone system, Cisco, Meraki, and Juniper infrastructure, SD-WAN such as CATO and VELO, and a variety of software. The role offers opportunities to attend networking events and company meetings.

Requirements

Proven team lead, supervisory, or management experience, with the ability to direct, coach, and hold a team accountable.
Leadership experience in a comparable multi-site or operational setting; experience in logistics, warehouse, or retail operations may be considered.
Solid IT helpdesk or desktop support background and a track record of independently resolving break/fix issues.
Approximately five or more years of IT experience is ideal; candidates with less IT experience may be considered when 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, Word, and related apps.
Mobile operating system experience with both iOS and Android devices.
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 interfacing 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

Serve as the primary escalation point for break/fix issues from Tier 1 and Tier 2 technicians and own escalated issues through resolution.
Provide technical direction, coaching, and knowledge sharing to the Helpdesk team.
Coordinate team coverage and ticket assignment across Ohio, Michigan, and Florida.
Monitor tickets for aging, high impact, or risk and intervene before service expectations are breached.
Manage vendor relationships and serve as the primary contact for vendor support, escalations, and coordination.
Open, track, and drive vendor cases to resolution; hold vendors accountable to service levels and timelines.
Coordinate vendor onsite visits, maintenance windows, and changes, and communicate status and impact to stakeholders.
Evaluate existing tools and workflows, identify gaps and bottlenecks, and recommend practical improvements.
Develop and maintain documentation, runbooks, and knowledgebase articles.
Track recurring issues and partner with the broader IT team on root-cause fixes to reduce ticket volume.
Provide troubleshooting and technical support by phone, email, in person, and remotely; schedule onsite support where needed.
Deliver onsite support at assigned locations and travel to other sites on a scheduled cadence.
Manage user accounts, including setup, updates, and terminations.
Set up, deploy, and decommission workstations and other devices.
Manage IT assets.
Communicate work status to managers and end users by phone, email, and in person.