Manager, IT Service Desk

What you’ll do

The Manager, IT Service Desk will lead a high-performing service desk team focused on delivering exceptional end-user support, enhancing productivity through automation, and driving continuous improvement. This role involves developing, managing, and training a team of service desk professionals, optimizing support processes, and implementing technical solutions for efficiency. The Manager, IT Service Desk will work closely with other departments to ensure smooth operations and high customer satisfaction.

Become part of an iconic brand that is set to revolutionize the electric pick-up truck & rugged SUV marketplace by achieving the following:

• Lead, train, and mentor a global team of IT administrators to provide first class customer service and foster a growth-oriented culture.
• Conduct performance reviews, provide constructive feedback, and maintain training programs to ensure team readiness for diverse support issues.
• Oversee daily operations, ensuring SLA adherence, high-quality ticket management, and user satisfaction.
• Implement and monitor SLAs for consistent and reliable service levels.
• Leverage AI solutions, such as chatbots and knowledge bases, to improve self-service capabilities and first-contact resolution rates.
• Manage applications and integrations that streamline support functions.
• Gather and analyze end-user feedback to refine support strategies.
• Serve as the primary contact during critical incidents, ensuring timely communication and updates with a user-centered approach.
• Track team performance and satisfaction metrics to maintain CSAT ratings of 96% or higher.
• Collaborate with other departments to enhance user support, optimizing workflows and processes.
• Design and implement solutions for recurring issues, improving service desk efficiency.
• Utilize reporting tools to assess team performance and identify improvement areas.
• Stay updated with emerging technologies and incorporate best practices in automation and AI.

Location & Travel Expectations: The responsibilities of this role require attendance at in-person meetings and events regularly. This role may be based out of the Scout Motors location in Novi, MI or Remote. This role is not eligible for remote work in New York City. 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:

• 5+ years of experience in IT management roles, including internal or customer-facing support.
• Proven success in implementing automation and AI-driven support solutions.
• Proficiency in service desk software, automation tools, APIs, and scripting.
• Familiarity with collaboration tools and SaaS management, especially Microsoft 365.
• Strong management and mentoring experience with a focus on employee growth, emotional intelligence, and performance.
• End-user focused with a track record of improving customer satisfaction and meeting high CSAT standards.

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 benefits to support your physical, mental, and financial wellbeing. Program specifics are detailed in company policies and employee benefit guides, select highlights:

• 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
• Corporate Vehicle Program with:
  • Eligibility for 1 assigned vehicle
  • A mobility stipend

Pay Transparency

This is a full-time, exempt position eligible to receive a base salary and to participate in an annual performance bonus program. Final salary offered will be determined based on factors including but not limited to the candidate's skills and experience. The annual performance bonus program is preset and not candidate dependent.

Initial base salary range = $120,000-$140,000

Internal leveling code: M8

Notice to applicants:

• Residing in San Francisco: Pursuant to the San Francisco Fair Chance Ordinance, Scout Motors will consider for employment qualified applicants with arrest and conviction records. 
• Residing in Los Angeles: Scout Motors will consider for employment qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring Ordinance. 
• Residing in New York City: This role is not eligible for remote work in New York City.