Service Desk Lead

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 electric pick-up truck & rugged SUV marketplace by achieving the following: Shape Service Desk S tra tegy & 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 & S tra tegic 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,