Service Desk Lead

What you’ll do

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

Shape Service Desk Strategy & Performance 

• Help shape and drive the application support strategy, roadmap, and operating model across all locations, ensuring alignment with company growth and workforce needs. 
• Define, implement, and continuously evolve service standards, SLAs, and KPIs for end-user support. 
• Partner with the Service Desk Manager & other Service Desk Leads to operationalize and maintain governance mechanisms to monitor performance, drive accountability, and ensure consistent service delivery across the enterprise. 

Lead Application Support & Service Reliability 

• Serve as the primary owner of L2/L3 support for enterprise applications  
• Partner with application owners and business partners to manage defects, enhancement requests, and escalations through to resolution. 
• Assist with identifying opportunities to build durable fixes and runbooks rather than repeat break/fix. 
• Support release, change, and patch cycles — coordinating validation, regression checks, communications, and rollback readiness for application updates. 
• Manage application access and entitlements in partnership with security. 

Drive Operational Excellence & Scalability 

• Lead the design and maturation of the Application Support operating model (L1/L2/L3 support, escalation paths). 
• Identify opportunities to improve service efficiency through automation, self-service enablement, and knowledge management. 
• Ensure scalable processes that support a high-growth environment and expanding workforce footprint. 

Elevate End-User Experience 

• Define and champion a consistent, high-quality end-user experience across all sites and functions. 
• Partner with IT and business leaders to proactively identify pain points, trends, and improvement opportunities. 
• Translate support data and insights into actionable recommendations that improve employee productivity and satisfaction. 

Act as Subject Matter Expert & Strategic Partner 

• Serve as an SME for Application support services, end-user experience, and service delivery best practices. 
• Influence cross-functional stakeholders and IT leadership on tooling decisions, process improvements, and support strategies. 
• Provide guidance on complex or high-impact application support issues, acting as an escalation leader when required. 

Lead & Develop the Support Team 

• Provide day-to-day functional leadership, coaching, and mentorship to L1/L2 app support analysts, raising the technical bar across the team. 
• Set technical standards, define escalation criteria, and serve as the senior escalation point for complex or high-impact application  end-user issues. 

Lead Continuous Improvement & Innovation 

• Analyze trends across incidents, requests, application defects, and service disruptions to drive systemic improvements and root cause resolution. 
• Build and maintain a robust knowledge base and documentation strategy, including application-specific runbooks, to enable self-service and reduce recurring issues. 
• Stay current on industry trends and emerging technologies to continuously evolve support capabilities. 

Location & Travel Expectations:

• This role will be based out of the Scout Motors location in Novi, Michigan / Charlotte, North Carolina, United States
• This role requires 4-5 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: 

Core Qualifications 

• 12+ years of experience in end-user support, service desk, or workplace technology environments.  
• Demonstrated experience owning or leading service desk functions, programs, or capabilities at scale. 
• Strong understanding of IT service management principles (ITIL), service delivery models, and performance frameworks. 
• Experience mentoring or technically leading support analysts or engineers, with hands-on troubleshooting depth across enterprise applications. 

Technical Capabilities 

• Experience with end-user computing environments (Windows, macOS, mobile platforms) and enterprise tooling (M365, Azure). 
• Familiarity with service desk platforms, endpoint management, and collaboration technologies. 
• Experience supporting enterprise and SaaS applications, application lifecycle (onboarding, patching, upgrades, deprecation), and ITSM/ticketing platforms (e.g., Freshservice). 

Leadership & Influence 

• Proven ability to influence stakeholders across multiple functions and levels of the organization. 
• Strong analytical skills with the ability to translate data into strategic insights and actionable improvements. 
• Experience leading initiatives that drive process improvement, automation, and user experience enhancements. 

Ways of Working 

• Ability to operate with a high degree of independence and ownership, while collaborating across teams. 
• Comfort navigating ambiguity and solving complex, cross-functional problems. 
• Strong communication skills with the ability to convey complex ideas to diverse audiences. 

 

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

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: $120,000.00 - $145,000.00

Internal Leveling Code: IC7