ICT Service Desk, Lead

Bigchiefhire; Burton (MI); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

Job summary

Northeast Auto Group is seeking an ICT Service Desk Lead to provide advanced technical support and ensure efficient delivery of service requests. You will act as an escalation point, contribute to ICT projects, and guide the Service Desk team to resolve complex issues.

This role focuses on troubleshooting, relationship building, and delivering tangible technology-driven outcomes across the organisation. A proactive, customer-focused mindset and collaboration with stakeholders are essential.

Qualifications

• Experience in Service Desk or ICT support environments.
• Strong knowledge of Microsoft technologies (365, Windows, AD, Azure).
• Experience with IT service management processes and ticketing systems.

Responsibilities

• Provide technical support across ICT systems and technologies.
• Troubleshoot hardware, software, network, and application issues.
• Manage incidents, service requests, and escalations within SLAs.
• Support Microsoft 365, Active Directory, Azure, and endpoint technologies.
• Assist with ICT infrastructure, deployments, and technology projects.
• Develop and maintain technical documentation and procedures.
• Mentor Service Desk team members and coordinate with vendors.

Skills

Customer service orientation

Troubleshooting

Communication

Team mentoring

Stakeholder collaboration

Tools

Microsoft 365

Active Directory

Azure

Ticketing systems

Job description

This is an excellent opportunity for an experienced ITprofessional who thrives on delivering exceptional customer service whilesolving complex problems.

About the Role

As an ICT Service Desk Lead, you will be responsible forproviding advanced technical support, resolvingcomplex ICT issues, andensuring service requests are delivered efficiently and effectively.

You will act as an escalation point for technical matters,contribute to ICT projects and system enhancements, and support the ongoingdevelopment of service delivery processes. This is an ideal opportunity forsomeone who enjoys troubleshooting, building relationships, and making atangible impact through technology.

Key Responsibilities

• Providetechnical support across a range of ICT systems and technologies.
• Troubleshootand resolve hardware, software, network, and application issues.
• Manageand prioritise incidents, service requests, and escalations within agreedservice levels.
• Supportand maintain Microsoft 365, Active Directory, Azure, and endpointtechnologies.
• Assistwith ICT infrastructure, system upgrades, deployments, and technologyprojects.
• Developand maintain technical documentation and support procedures.
• Workclosely with stakeholders to understand business requirements and delivreffective ICT solutions.
• Providementoring and technical guidance to Service Desk team members as required.
• Liaisewith external vendors and service providers to coordinate support andissue resolution.

About You

• Experienceworking in a Service Desk, ICT Support, Systems Administration, or similartechnical support environment.
• Strongknowledge of Microsoft technologies, including Microsoft 365, Windowsenvironments, Azure, and Active Directory.
• Experiencewith ticketing systems and IT service management processes.
• Excellenttroubleshooting, analytical, and problem-solving skills.
• Strongcommunication skills with the ability to explain technical concepts tonon-technical users.
• Acustomer-focused mindset and commitment to delivering exceptional service.
• Theability to manage competing priorities in a fast-paced environment.
• Acollaborative approach and willingness to share knowledge with others.

Why Join Northeast Auto Group?

• Joina growing and successful Australian automotive group
• Takeownership of ICT across a diverse and expanding business
• Workwith a supportive and collaborative team
• Opportunityto make a real impact on technology and business operations
• Careergrowth and development opportunities
• Competitivesalary package

About Us

Established in 1978, the Northeast Auto Group is a nationalaward-winning automotive retail and service organisation employing 600 peoplein South Australia, Victoria, Queensland, New South Wales and NorthernTerritory.

We deliver a complete customer experience through multiplebusiness units to provide the highest quality of service and innovativesolutions. Our group of companies include Light and Heavy vehicle dealerships,Engineering and Manufacturing division, Agricultural and Construction EquipmentSolutions partnering with renowned and reputable OEM brands across the nation.

We are a high-performance business. Our success is built onhard work and skillfulness. We employ the best, and we invest in our people tomake sure their knowledge is second-to-none. We go the extra mile, and we willalways deliver.

*Please note that as part of the recruitment process you maybe requested to undergo various pre-employment checks, such as a Right to Workin Australia Check, National Criminal Police Check or a Pre-Employment Medical.

Northeast Auto Group is an Equal Opportunity Employer andwelcomes applications from a diverse range of backgrounds to apply for ourpositions. Northeast Auto Group is committed to creating an inclusive workenvironment for all employees.

In order to maintain a safe work environment and complywith legal regulations Northeast East Auto Group conducts random drug andalcohol testing as part of its employment policies.