Senior Service Desk Lead — Global Ops & Client Experience

Experis Technology Group; San Francisco (CA); Hybrid; USD 94,000 - 135,000; Full time

Job summary

Experis on behalf of a Fortune 500 client in San Francisco, CA, seeks a Senior Service Desk Lead to steer end-to-end service delivery for Retail Store and Corporate support in a hybrid environment. The role emphasizes offshore governance, executive communication, and delivering strong CSAT and KPI outcomes.

The ideal candidate will have 10+ years in service management, hands-on leadership, and experience with large, high-volume operations, preferably with retail and corporate exposure.

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.

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

Offshore / Global Delivery Management

Executive Stakeholder Management

Retail Store Service Desk

Automation / AI-enabled Service Desk

Client facing leadership

Tools

ServiceNow

Job description

Experis on behalf of a Fortune 500 client in San Francisco, CA, seeks a Senior Service Desk Lead to steer end-to-end service delivery for Retail Store and Corporate support in a hybrid environment. The role emphasizes offshore governance, executive communication, and delivering strong CSAT and KPI outcomes.

The ideal candidate will have 10+ years in service management, hands-on leadership, and experience with large, high-volume operations, preferably with retail and corporate exposure.