IT Help Desk Lead

IT Help Desk Lead Technician

Company:
Apple Autos (Top Minnesota Workplace)

Compensation: $70,000-$85,000 a year

Apple Autos is committed to providing exceptional service to our customers and team members through innovation, collaboration, and continuous improvement. We are seeking an experienced and motivated IT Help Desk Lead to help drive service excellence across our growing organization.

This newly created leadership role offers the opportunity to shape the future of our IT support operations, supervise a distributed help desk team, and serve as the primary owner of ticket resolution and service delivery across multiple locations.

The IT Help Desk Lead is responsible for overseeing daily help desk operations, ticket triage, escalation management, and Level 2 technical support for Apple Autos Group. This role provides leadership and direction to three Level 1 Service Desk Technicians while ensuring employees receive timely, effective technology support.

The ideal candidate combines strong technical troubleshooting abilities with leadership skills, process improvement expertise, and a passion for delivering outstanding customer service. This position also plays an important role in service level reporting, technology procurement support, AI-assisted help desk workflows, documentation standards, and continuous operational improvement.

• 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, 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

• 3+ years of IT help desk or technical support experience, including Level 2 troubleshooting
• Minimum one year of leadership, supervisory, or team lead experience
• Strong understanding of networking fundamentals, including switching, wireless technologies, and basic firewall/connectivity troubleshooting
• Experience with Connect Wise or similar PSA/RMM platforms
• Experience administering Microsoft 365 and Entra , 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

• Experience with Connect Wise PSA, Connect Wise 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 Power Shell, Python, or process automation
• Technology purchasing and expense reconciliation experience

• Regular travel between Apple Autos Group locations
• Ability to stand, walk, and move throughout dealership and office environments
• Regular use of computers, mobile devices, and other technical equipment
• Ability to lift and move technology equipment weighing up to 50 pounds
• Ability to work under desks, in equipment areas, and occasionally on ladders
• Occasional…