Global Service Desk Leader — Retail & Corporate Ops

ManpowerGroup; San Francisco (CA); Hybrid; USD 128,943,000 - 186,252,000; Full time

Job summary

ManpowerGroup's Fortune 500 client in San Francisco seeks an experienced Senior Manager - Service Desk Lead to provide end-to-end leadership for a large-scale Service Desk supporting Retail Store operations and corporate staff. This role is highly visible, client-facing, and oversees offshore teams in the Philippines, with a focus on service delivery, performance, and customer experience.

The ideal candidate combines hands-on leadership with strong analytics, stakeholder management, and a track

Qualifications

• 10+ years in Service Desk, ITSM, or IT Operations.
• Experience leading a large-scale, high-volume Service Desk.
• Strong Retail Store Service Desk experience with Corporate support.
• ITIL certification is a plus.

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.

Skills

Service Desk Management

SLA Management

Quality Management

Knowledge Management

Retail Experience

ServiceNow

Tools

ServiceNow

Job description

ManpowerGroup's Fortune 500 client in San Francisco seeks an experienced Senior Manager - Service Desk Lead to provide end-to-end leadership for a large-scale Service Desk supporting Retail Store operations and corporate staff. This role is highly visible, client-facing, and oversees offshore teams in the Philippines, with a focus on service delivery, performance, and customer experience.

The ideal candidate combines hands-on leadership with strong analytics, stakeholder management, and a track