Manager, IT Service Desk

$120,000 - $140,000/Yr

Deal Scout Motors - Novi, MI

Full-time - Manager

Onsite - Novi, MI

Merchant Wholesalers, Durable Goods

About the position

The Manager, IT Service Desk at Scout Motors is responsible for leading a high-performing service desk team that delivers exceptional end-user support. This role focuses on enhancing productivity through automation, driving continuous improvement, and ensuring high customer satisfaction. The manager will develop, manage, and train a team of service desk professionals while optimizing support processes and implementing technical solutions for efficiency.

Responsibilities

• Lead, train, and mentor a global team of IT administrators to provide first-class customer service.
• Conduct performance reviews, provide constructive feedback, and maintain training programs for team readiness.
• 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 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.
• Track team performance and satisfaction metrics to maintain CSAT ratings of 96% or higher.
• Collaborate with other departments to enhance user support and optimize workflows.
• Design and implement solutions for recurring issues to improve 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.

Requirements

• 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 and performance.
• End-user focused with a track record of improving customer satisfaction and meeting high CSAT standards.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Military leave
• Paid jury duty
• Paid parental leave
• Paid time off