Service Desk Lead

Duration: 8+ months
Compensation: $65-70/hr
Location: On-site 2-3 days/week in San Francisco, CA.

Lead end-to-end Service Desk Management for a large-scale support organization serving retail stores and corporate employees. Own service delivery, Service Level Agreement (SLA) performance, quality, and Knowledge Management while providing client-facing leadership and governance for offshore delivery teams in the Philippines. Drive customer experience, operational excellence, and continuous improvement across a globally distributed Service Desk.
 
Requirements:

• 10+ years of Service Desk Management experience.
• Demonstrated expertise in SLA Management.
• Demonstrated expertise in Quality Management. 

Responsibilities:

• Lead end-to-end Service Desk operations supporting retail stores and corporate employees.
• Govern offshore delivery teams in the Philippines and serve as the primary client-facing escalation leader.
• Own Service Level Agreement (SLA) performance, key performance indicators (KPIs), first-call resolution (FCR), average handle time (AHT), customer satisfaction (CSAT), ticket backlog, aging, and escalations.
• Establish operational governance, executive reporting, performance reviews, and service recovery plans.
• Drive Quality Management, agent coaching, Knowledge Management, and customer experience improvements.
• Lead major incident escalations and collaborate with Infrastructure, Applications, Product, and IT Service Management teams.
• Advance shift-left support, self-service, automation, and artificial intelligence (AI)-enabled Service Desk capabilities.

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