Team Lead, IT Helpdesk

Germain Automotive is hiring a working Team Lead for IT Helpdesk in Columbus, OH (onsite). This role manages day-to-day break/fix operations, leads escalation from Tier 1 and Tier 2 technicians across multiple locations, and stays hands-on with onsite and remote support while improving tools and workflows.

Position Overview

The Team Lead for IT Break/Fix Support leads day-to-day break/fix operations for the Helpdesk team across Ohio, Michigan, and Florida locations. You will own the escalation queue raised by Tier 1 and Tier 2 technicians, coordinate vendor relationships on behalf of the business, and continuously evaluate tools and workflows used by the team. You will also provide onsite and remote support as needed.

This position reports directly to the IT Director and includes onboarding support where the selected candidate will shadow the IT Director to learn the environment, locations, vendors, and processes before taking full ownership of the team.

You will support an interconnected multi-location environment of 1400+ users and 1000+ workstations, with a priority focus on onsite work for your assigned region and a scheduled travel cadence to supported sites.

Key Responsibilities

• Act as the primary escalation point for break/fix issues raised by Tier 1 and Tier 2 technicians, owning issues through to resolution.
• Provide technical direction, coaching, and knowledge sharing to help the team resolve incidents faster and at the appropriate support tier.
• Coordinate team coverage and ticket assignment across Ohio, Michigan, and Florida to maintain consistent service levels.
• Monitor the ticket queue for aging, high-impact, and at-risk tickets, intervening before service expectations are missed.
• Manage vendor relationships and vendor-supported services for locations, serving as the primary contact for support, escalations, and coordination.
• Open, track, and drive vendor cases to resolution, holding vendors accountable to agreed service levels and timelines.
• Coordinate vendor onsite visits, maintenance windows, and changes, and provide stakeholder updates on status and impact.
• Evaluate existing tools and workflows, identify gaps and bottlenecks, and recommend practical improvements to increase efficiency and service quality.
• Develop and maintain documentation, runbooks, and knowledgebase articles to ensure fixes are repeatable.
• Track recurring issues and partner with the broader IT team on root-cause fixes to reduce ticket volume over time.
• Provide troubleshooting and technical support across phone, email, in-person, and remote channels, including scheduling onsite support when required.
• Deliver onsite support for assigned locations, traveling to other sites on a scheduled cadence.
• Handle user management tasks, including account setup, updates, and terminations.
• Perform hardware management, including setup, deployment, and decommissioning of workstations and devices.
• Support IT Asset Management.
• Communicate work status clearly to managers and end users via phone, email, and in person.

Required Qualifications

• 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 (for example, logistics, warehouse, or retail operations) will be considered.
• Strong IT helpdesk or desktop support background with a track record of independently resolving break/fix issues.
• Approximately 5 or more years of IT experience is ideal; candidates with less IT tenure will 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 the Microsoft 365 suite (Outlook, Excel, Word, and related apps).
• Mobile OS experience with iOS and Android devices.
• Experience using a ticketing system to track time, communicate updates, and record ticket notes.
• Excellent analytical and problem-solving skills with strong attention to detail and a strong work ethic.
• Strong verbal and written communication skills, comfortable interfacing with end users, managers, and vendors.
• Willingness to travel for onsite support across assigned locations, including the Auto Mall in the Columbus, OH area.
• Valid driver’s license and reliable transportation for regional travel.

Technologies

• Windows 10/11
• iOS, Android
• Microsoft 365, Outlook, Excel, Word, Microsoft 365 Admin Center
• Entra ID
• Intune
• Mitel phone system
• Cisco, Meraki, Juniper
• SD-WAN: CATO, VELO

Compensation and Travel

• Salary: USD 65,000 per year (experience-based offering beginning at $65,000 annually)
• Vehicle allowance: $500 per month to cover travel between Ohio locations
• Travel costs: Company-paid travel costs for out-of-state locations in Michigan and Florida

Schedule

• Monday through Friday, 8-hour day
• Coverage coordinated with the team to ensure IT coverage across the 7:00 AM to 6:00 PM window
• Schedule may change based on weekend business hours and workload

Benefits

• Comprehensive health, dental, and vision benefits
• 401(k) with company participation
• Weekly Pay
• Life Insurance
• Short and Long Term Disability
• Parental Leave
• Employee Assistance Program
• Paid time off and holidays

Preferred Experience

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