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Senior Service Desk Manager

4 weeks ago

Southfield, Michigan, United States Lucid Motors Full time

Job Summary

We are seeking a highly skilled Senior Service Desk Manager to lead our IT support team in Michigan. As a key member of our team, you will be responsible for ensuring that IT support requests are addressed in a timely manner while exhibiting exemplary customer service skills.

Key Responsibilities

  • Lead and manage the Service Desk in Michigan, ensuring efficient handling of the Desktop Support services queue.
  • Oversee and manage computer inventory and supplies.
  • Triage, prioritize, and remedy end-user computer issues.
  • Work on projects in a results-oriented environment.
  • Open Service Desk tickets and dispatch to the appropriate queue when unable to resolve issues.
  • Create and review new process workflow documentation for publication in the company knowledge base.
  • Train and mentor junior team members, fostering a collaborative and high-performing team environment.
  • Collaborate with SME from other towers and ServiceDesk team across organization.

Requirements

  • A minimum of 8 years of technical support experience in a corporate environment.
  • In-depth knowledge of Windows and Mac OS operating systems and broad knowledge of Linux.
  • Hands-on experience with computer hardware and remote applications.
  • Demonstrated technical ability across a wide range of hardware, software, and mobile platforms.
  • Strong analytical and troubleshooting skills.
  • Excellent communication and organizational skills.
  • Demonstrated customer service skills.
  • BS or equivalent work experience.
  • Experience provisioning laptops.
  • Experience with new hire onboarding.
  • Proven leadership experience in managing IT support teams.
  • Experience with ITIL or other IT service management frameworks.

About Lucid Motors

Lucid Motors is an equal opportunity employer and welcomes diversity in the workplace. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable State or Federal laws and regulations.

Disclaimer

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