Senior Service Desk Specialist

Here at Scout Motors were 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 its 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 hasnt 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 youre ready to drive change and make history apply now!

What youll do

Become part of an iconic brand that is set to revolutionize the allelectric pickup 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 theITService 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 coachsupport staffon documentation quality ticket handling and response standards; review tickets and knowledge base contributions for clarityand consistency ticket responses escalationsand handoffs must beclear.
• Follow and reinforce documented workflows; assign and escalate according to defined processes ensuringprocess deviations arecorrectedor documentation is updated and escalate workflow issueswhen necessary.
• Oversee local IT asset lifecycle storage deployment collection and disposal ensure IT assets deployed to endusers are assigned
• Participate in interviews for Service Desk analyst hires and provide hiring recommendations to the Service Desk Manager.
• Oversee enduser 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 systemlevel issues and vendor relationships.
• Ensure inoffice Service Desk coverage during business hours for the assigned office; coordinate local shift schedules and timeoff.
• 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 followthrough 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 companyfrom time to time.

What youll bring

We expect all Scout employees to have integrity curiosity resourcefulness and strive to exhibit a positive attitude as well as a growth mindset. Youll be comfortable with change and flexible in a fast-paced high-growth environment. Youll take a collaborative approach to achieve ambitious goals. Heres what else youll bring:

• 8 years of experience in Service Desk End User Computing or IT Support roles withdemonstratedprogression 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.
• Handson 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 followup.
• 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 youll 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

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 candidates skills and experience. The annual performance bonus program is preset and not candidate dependent.

Initial base salary range $110000.00 - $135000.00

Internal leveling code: IC8

Notice to applicants:

• To be considered for career opportunities at Scout Motors applicants must be 18 years of age or older.
• 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.

Equal Opportunity

Scout Motors is committed to employing a diverse workforce and is proud to be an Equal Opportunity Employer . Qualified applicants will receive consideration without regard to race color religion sex national origin age sexual orientation gender identity gender expression veteran status disability pregnancy or any other characteristics protected by law. Scout Motors is committed to compliance with all ap p licable fair employment p ractice laws . If you require reasonable accommodation to complete a job application pre-employment testing or a job interview or to otherwise participate in the hiring process please contact

Required Experience:

Senior IC