Senior Service Desk Specialist

Here at Scout Motors, we're carrying forward the heritage of one of the most iconic American vehicles in history. A vehicle dating back to 1960. One that forged the path for future generations of rugged SUVs and trucks and will do so once again. But Scout is more than just a brand, it’s a legacy steeped in a culture of exploration, caretaking, and hard work. The Scout brand is all about respect. Respect for the past and the future by taking an iconic American brand that hasn’t been around for a while, electrifying it, digitizing it, and loading it with American innovation. Respect for communities by creating a company that stands for its people and its customers. Respect for both work and play, with vehicles that are equally at home at a camp site, a job site, or on a Tuesday commute. And respect for our customers by developing two powertrains that meet their requirements — an all-electric powertrain as well as the Harvester™ range extender powertrain which includes a built-in gas-powered generator with an estimated 500 miles of combined range. At Scout Motors, we empower our talented, inclusive, and entrepreneurial teams to innovate. What makes a Scout employee? Someone who is a visionary and a leader, who seeks new paths and shares lessons learned. A knowledgeable doer who collaborates across the company to build better. A go-getter with unrivaled passion. Join us at Scout Motors and be part of shaping the future of transportation. If you're ready to drive change and make history, apply now!What you’ll do 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. What you’ll bring  We expect all Scout employees to have integrity, curiosity, resourcefulness, and strive to exhibit a positive attitude, as well as a growth mindset. You’ll be comfortable with change and flexible in a fast-paced, high-growth environment. You’ll take a collaborative approach to achieve ambitious goals. Here's what else you'll bring:  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.  What you'll gain The benefits of joining Scout include the chance to build products and a company from the ground up.  This is a chance to create something new and lasting – with an iconic brand at its foundation.  In addition, Scout provides competitive compensation and benefi