Service Desk Lead

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

$45.0 - $65.0/hourly

Experis

Our Fortune 500 client, one of the world’s leading companies, is based in San Francisco, CA and is seeking hardworking, motivated professionals to join their innovative team.

Position Title: Service Desk Lead

Location: Hybrid : San Francisco, CA 94105

Duration: 9+ Months with possibilities of extension

Pay Range: $45-65/hr on W2

Job Description:

Must-have skills:

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

Responsibilities:

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 :

• 1. Service Management
• 2. Major Incident Management
• 3. Service NOW

Comments

Service Desk Management (P5 - Master)

About ManpowerGroup, Parent Company of:Manpower, Experis and Talent Solutions

Experis® is a global leader in technology services and part of the ManpowerGroup® (NYSE: MAN) family of brands. We connect skilled technology professionals with meaningful opportunities where they can grow their careers, expand their expertise and make a real impact. Guided by the belief that it takes Human Ingenuity to unlock the true potential of technology, Experis helps people gain experience with leading organizations, build sought-after skills and take the next step toward a brighter future. Backed by ManpowerGroup's 75+ years of workforce expertise and global reach across more than 70 countries and territories, Experis brings the scale, insight and opportunity to help people and businesses thrive. ManpowerGroup is consistently recognized for its commitment to inclusion, ethics and responsible business, including being named one of the World's Most Ethical Companies. Learn more at Experis.com.