Demo

Team Lead, Service Desk

Carvana
Tempe, AZ Full Time
POSTED ON 2/12/2025
AVAILABLE BEFORE 5/1/2025

About Carvana

If you like disrupting the norm and are looking for a company revolutionizing an industry then you will LOVE what Carvana has done for the car buying experience. Buying a car the old fashioned way sucks and we are working hard to make it NOT suck. At Carvana, our customers can hop online to...

  • Search and browse our inventory of over 20,000 vehicles that we own and certify.
  • Narrow down search results using highly intelligent filtering tools / components.
  • View vehicle details, Carfax reports, and 360 rotating studio images for every vehicle.
  • Secure financing in minutes using Carvana’s in-house service or their own bank.
  • Interact with GUI components to easily customize loan length, down payment, and monthly payment.
  • Generate, upload, and eSign all documents online (no ink necessary).
  • Schedule front door delivery or pick up at one of our vending machines .
  • Trade-in their existing vehicle or just sell it to Carvana (no purchase necessary).

For more information on Carvana and our mission, learn more about what it’s like to work here from the people that already do .

About the team and position

We need to be super approachable and always willing to go above and beyond to help our Carvana family. It could be as simple as connecting their monitor to as complicated as tuning their flux capacitor to precisely 1.21 gigawatts! We expect smart people who are doers with bright ideas, willing to put their game-face on, take on new challenges, and juggle many assignments at once.

In return for your hard work, you'll have an opportunity to work at one of the fastest growing and creative technology companies around, as well as help us promote a life-changing product and develop a world-class team every day.

What you’ll be doing

  • Responsible for leading, mentoring, and motivating a team of Technical Support Specialists and Senior Technical Support Specialists.
  • Maintain working knowledge of the Technical Support Specialist role.
  • Onboards, trains and manages the performance for the team.
  • Actively participates in the interviewing, hiring, training, onboarding performance management of the team.
  • Act as a hierarchical escalation point for all Service Desk related tickets.
  • Proactively manage call, chat, and ticket queues adjusting personnel as needed to maintain agreed upon service levels.
  • Utilize advanced analytical skills to examine data sets, identifying patterns and trends.
  • Design and execute innovative strategies to enhance team performance and achieve organizational objectives.
  • Develops and implements policies and procedures and holds the team accountable.
  • Partner with peers in the Services Desk to set expectations, build relationships and provide a first class service to our internal and external customers.
  • Maintain and produce daily, weekly and monthly reports for leadership.
  • Use CSI methods to improve and streamline processes and procedures to ensure effectiveness and efficiency.
  • Will work on various projects within Tech Services and other departments as needed.
  • What you should have

  • 3-5 years of relevant service desk experience in an enterprise environment.
  • 1-2 years of experience leading and managing a team
  • ITIL v3 or ITIL v3 certification required
  • Experience with Microsoft operating systems and office applications; big plus if you have experience with G Suites, Okta, Slack, ServiceNow, Amazon Connect, Jira, and Workspace One
  • Ability to blend creativity, problem solving, and technical skills to support end-users
  • Experience with all major types of mobile devices (iOS, Android, Chrome Devices, Windows)
  • Top-notch customer service experience both in-person and virtually
  • The ability to effectively communicate with remote users via phone or email and troubleshoot problems using remote connectivity tools or sometimes in the blind.
  • High level of learning agility, and an aptitude for dealing with a fast paced-work environment
  • Maintaining dynamic troubleshooting skills while dealing with ambiguous situations or issues
  • Be willing to take on new projects even if that means learning something new
  • Be willing to share in an escalation on call rotation
  • What we’ll offer in return

  • Full-Time Salary Position with a competitive salary.
  • Medical, Dental, and Vision benefits.
  • 401K with company match.
  • A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more.
  • A great wellness program to keep you healthy and happy both physically and mentally.
  • Access to opportunities to expand your skill set and share your knowledge with others across the organization.
  • A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development.
  • Legal Stuff

    Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship.

    Carvana is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. Carvana also prohibits harassment of applicants or employees based on any of these protected categories.

    Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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