Senior Service Desk Specialist

United States·Novisenior

OtherService Specialist

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Quick Summary

Key Responsibilities

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,

Technical Tools

OtherService 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!

Responsibilities

~2 min read

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.

→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.

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 applicable fair employment practice 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 ScoutAccommodations@scoutmotors.com.