Service Desk Lead

BCforward is seeking a highly motivated and experienced Service Desk Lead to join our dynamic team.

Title - Service Desk Lead

Work Arrangement: Hybrid

Location – San Francisc0, CA

Duration - 8+ months (Possible Extension)

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.
• 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.

Experience : 10 years

• Must-have skills:
• Service Desk Management
• SLA Management
• Quality Management 4. Knowledge Management

Education: Bachelor Degree

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.