Hybrid Service Desk Lead – Global Delivery & CX

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

Job summary

Experis is seeking a senior, hands-on Service Desk Lead to provide end-to-end leadership for a large-scale Service Desk supporting Retail Store operations and Corporate employees in a hybrid San Francisco environment.

The role requires 10+ years in IT operations, strong client management, and proven ability to drive improvements across SLAs, KPI metrics, and knowledge management. Offshore delivery governance and executive communication are key parts of the job.

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 with Corporate Service Desk support.
• ITIL certification / strong IT Service Management background (nice-to-have).

Responsibilities

• Lead end-to-end Service Desk operations across Retail Store and Corporate support.
• Govern offshore Service Desk teams in the Philippines with strong client-facing leadership.
• Serve as primary client-facing Service Desk leader and escalation point.
• Own and drive performance across SLAs, KPIs, FCR, AHT, CSAT, quality, backlog and escalations.
• Establish governance, performance reviews, and executive reporting.
• Drive Quality Management, customer experience improvements, and coaching initiatives.
• Lead Knowledge Management to improve agent effectiveness, FCR, and resolution times.
• Provide Service Desk leadership during major incidents and business-critical escalations.
• Partner with Infrastructure, Application, Product, and IT Service Management teams.

Skills

Service Desk Mgmt

SLA Management

Quality Mgmt

Knowledge Mgmt

Offshore Delivery

Executive Stakeholder Mgmt

Tools

ServiceNow

Job description

Experis is seeking a senior, hands-on Service Desk Lead to provide end-to-end leadership for a large-scale Service Desk supporting Retail Store operations and Corporate employees in a hybrid San Francisco environment.

The role requires 10+ years in IT operations, strong client management, and proven ability to drive improvements across SLAs, KPI metrics, and knowledge management. Offshore delivery governance and executive communication are key parts of the job.