Service Desk Lead

Title

Senior Manager – Service Desk Lead

Location

San Francisco, CA Hybrid

Duration

9+ Months of Contract

Must-have skills

• Service Desk Management
• SLA Management
• Quality Management
• Knowledge Management

Position Overview

We are seeking an experienced Senior Manager – Service Desk Lead to provide end-to-end leadership for a large-scale Service Desk supporting both Retail Store operations and Corporate employees.

This is a highly visible, client-facing role responsible for overall service delivery, operational performance, customer experience, and governance of an offshore delivery organization based in the Philippines.

The ideal candidate is a hands-on Service Desk leader with strong retail support experience, excellent client-management skills, and a proven track record of leading large, high-volume, globally distributed Service Desk operations.

Key Responsibilities

Lead end-to-end Service Desk operations and service delivery across Retail Store and Corporate support.

Provide leadership, direction, and governance to offshore Service Desk teams in the Philippines.

Serve as the primary client-facing Service Desk leader and escalation point.

Own and drive performance across SLAs, KPIs, FCR, AHT, CSAT, quality, ticket backlog, aging, and escalations.

Establish strong operational governance, performance reviews, and executive reporting.

Drive Quality Management, customer experience improvements, and targeted coaching initiatives.

Lead Knowledge Management practices to improve agent effectiveness, FCR, and resolution times.

Provide Service Desk leadership during major incidents and business-critical escalations.

Partner closely with Infrastructure, Application, Product, and IT Service Management teams.

Identify and drive continuous improvement opportunities through shift-left, self-service, automation, and AI-enabled Service Desk capabilities.

Must-Have Qualifications

10+ years of experience in Service Desk, IT Service Management, or IT Operations.

Proven experience leading a large-scale, high-volume Service Desk.

Strong Retail / Store Service Desk experience, preferably combined with Corporate Service Desk support.

Strong expertise in

Service Desk Management

SLA & KPI Management

Quality Management

Knowledge Management

Client & Executive Stakeholder Management

Offshore / Global Delivery Management

Demonstrated ability to manage operational escalations and drive service recovery.

Strong analytical skills with the ability to translate operational data into actionable improvements.

Excellent executive communication and presentation skills.

Nice-to-Have Qualifications

ITIL certification / strong IT Service Management background

Major Incident Management experience

ServiceNow experience

Retail technology support experience, including POS, store devices, mobility, and store infrastructure

Contact Center / Service Desk analytics experience

Experience with automation, GenAI, Virtual Agents, Agent Assist, or automated Quality Management

Ideal Candidate Profile

We are looking for a senior, hands-on Service Desk leader, not simply an ITSM process manager.

The successful candidate should be comfortable operating directly with senior client stakeholders while simultaneously driving accountability and performance across an offshore delivery organization. They should bring a data-driven, customer-focused and continuous-improvement mindset, with the ability to stabilize operations while also advancing the Service Desk through automation, knowledge, self-service, and AI-enabled capabilities.

What are some “nice-to-have” skills

Service Management

Major Incident Management

Service NOW