Senior Service Desk Specialist

Scout Motors • Novi, MI

1d • $110,000 - $135,000 • Onsite

About The Position

Become part of an iconic brand that is set to revolutionize the all‑electric pick‑up truck & rugged SUV marketplace. This role provides operational leadership of the Service Desk for the assigned office. You will achieve the following:
Provide operational leadership of the IT Service Desk for the assigned office
Monitor local Service Desk metrics (queue health, ticket aging, resolution times); surface trends, anomalies, and recurring issues to the Service Desk Manager and the responsible technical teams.
Guide and coach support staff on documentation quality, ticket handling, and response standards; review tickets and knowledge base contributions for clarity and, consistency — ticket responses, escalations, and handoffs must be clear.
Follow and reinforce documented workflows; assign and escalate according to defined processes, ensuring process deviations are corrected, or documentation is updated, and escalate workflow issues when necessary.
Oversee local IT asset lifecycle — storage, deployment, collection, and disposal — ensure IT assets deployed to end‑users are assigned
Participate in interviews for Service Desk analyst hires and provide hiring recommendations to the Service Desk Manager.
Oversee end‑user workstation setups for the assigned office, ensuring consistency, quality, and adherence to enterprise standards.
Support local Microsoft Teams Rooms and conference room technologies, coordinating with Infrastructure for system‑level issues and vendor relationships.
Ensure in‑office Service Desk coverage during business hours for the assigned office; coordinate local shift schedules and time‑off.
Track VIP and executive support issues closely for the assigned office, ensuring timely resolution and clear communication; direct handling is not required but visibility and follow‑through are.
Location & Travel Expectations:
This role will be based out of the Scout Motors location in Novi, Michigan.
This role requires 4 days per week in the office, with regular in-person meetings and events.
Applicants should expect that the role will require the ability to convene with Scout colleagues in person and travel to participate in events on behalf of the company from time to time.

Requirements

• 8+ years of experience in Service Desk, End‑User Computing, or IT Support roles, with demonstrated progression in scope and responsibility.
• 2+ years in a leadership or mentorship capacity within IT support.
• Strong understanding of ITIL processes and service management.
• Proven ability to triage, coordinate, and drive escalated issues to resolution — including defining problem, impact, and urgency and routing to the right technical owner.
• Working knowledge of Microsoft 365 and Azure in an enterprise environment.
• Hands‑on experience supporting Windows 11, macOS, and iOS endpoints.
• Experience with service desk and ITSM tools (e.g., Freshservice, Jira, ServiceNow).
• Experience with incident management, root cause analysis, and corrective action.
• Experience supporting users at all levels of the organization, including executives and senior leadership.
• Demonstrated ownership of issues from intake through resolution, with clear written communication that minimizes follow‑up.
• Discipline around following and reinforcing documented workflows; ensures process deviations are corrected or documentation is updated, and escalates workflow issues.
• Experience producing ticket notes, handoffs, and process documentation that are understandable without verbal explanation.
• Experience overseeing IT asset lifecycle — storage, deployment, collection, and disposal — and ensuring assigned ownership of deployed assets.
• Ability to operate independently, prioritize work effectively, and exercise sound operational judgment.
• Outstanding communication, interpersonal, and customer service skills.

Responsibilities

• Provide operational leadership of the IT Service Desk for the assigned office
• Monitor local Service Desk metrics (queue health, ticket aging, resolution times); surface trends, anomalies, and recurring issues to the Service Desk Manager and the responsible technical teams.
• Guide and coach support staff on documentation quality, ticket handling, and response standards; review tickets and knowledge base contributions for clarity and, consistency — ticket responses, escalations, and handoffs must be clear.
• Follow and reinforce documented workflows; assign and escalate according to defined processes, ensuring process deviations are corrected, or documentation is updated, and escalate workflow issues when necessary.
• Oversee local IT asset lifecycle — storage, deployment, collection, and disposal — ensure IT assets deployed to end‑users are assigned
• Participate in interviews for Service Desk analyst hires and provide hiring recommendations to the Service Desk Manager.
• Oversee end‑user workstation setups for the assigned office, ensuring consistency, quality, and adherence to enterprise standards.
• Support local Microsoft Teams Rooms and conference room technologies, coordinating with Infrastructure for system‑level issues and vendor relationships.
• Ensure in‑office Service Desk coverage during business hours for the assigned office; coordinate local shift schedules and time‑off.
• Track VIP and executive support issues closely for the assigned office, ensuring timely resolution and clear communication; direct handling is not required but visibility and follow‑through are.

Benefits

• Competitive insurance including: Medical, dental, vision and income protection plans
• 401(k) program with: An employer match and immediate vesting
• Generous Paid Time Off including: 20 days planned PTO, as accrued
• 40 hours of unplanned PTO and 14 company or floating holidays, annually
• Up to 16 weeks of paid parental leave for biological and adoptive parents of all genders
• Paid leave for circumstances related to bereavement, jury duty, voting time, or military leave
• Pay Transparency
• Annual performance bonus program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed