44 applicants

Company

Scout Motors Inc. · 1 day ago

Manager, IT Service Desk

Novi, MI

Full-time

Remote

Mid, Senior Level

$120K/yr - $140K/yr

5+ years exp

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Responsibilities

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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

IT managementAutomation solutionsAI-driven supportService desk softwareMicrosoft 365APIsScriptingMentoring experiencePerformance reviewsCollaboration toolsCSAT standards

Required

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.

Benefits

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