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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Lead - **Company:** Scout Motors - **Location:** Charlotte, NC, United States (Remote available) - **Experience:** Expert - **Salary:** $120,000.0 - $145,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple Mac Systems, Application Lifecycle Management, Microsoft Azure, Software as a Service, IT Management, Knowledge Management, User Environment Management, Enterprise Software Applications, Performance Monitor - **Published:** June 29, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=126c7918fb87ea2b ## About the Role Do you have experience in Mentoring?, 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, * 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. ## Description * 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. ## Related Videos - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Agile work at CARIAD – Creating a customer web application for controlling the vehicle ](https://www.wearedevelopers.com/videos/200-agile-work-at-cariad-creating-a-customer-web-application-for-controlling-the-vehicle) - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Engineering/Manager Pendulum: Generating compound interest on your career](https://www.wearedevelopers.com/videos/100348-engineering-manager-pendulum-generating-compound-interest-on-your-career) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Role of Mentorship in Developer Growth](https://www.wearedevelopers.com/magazine/564-the-role-of-mentorship-in-developer-growth) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [How software is steering vehicle technology](https://www.wearedevelopers.com/magazine/515-how-software-is-steering-vehicle-technology) - [Should Tech Managers Be Developers First? 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