Service Desk Lead

Job Title: Service Desk Lead

Location: San Francisco, CA (Hybrid)

Duration: Contract - 9 months (High chance of extension)

Pay Range: $65/hr - $71.42/hr (W2)

Job ID: 411574

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking a Senior Manager - Service Desk Lead to join our dynamic team. The ideal candidate will have strong experience in Service Desk leadership across retail and corporate environments and a proven ability to drive SLA/KPI performance, quality, knowledge, and client satisfaction at scale.

Responsibilities:

• Lead end-to-end Service Desk operations for Retail Store and Corporate support.


• Provide leadership, direction, and governance to offshore teams in the Philippines.


• Serve as primary client-facing leader and escalation point.


• Own performance across SLAs, KPIs, FCR, AHT, CSAT, quality, backlog, aging, and escalations.


• Establish operational governance, performance reviews, and executive reporting.


• Drive Quality Management and customer experience improvements with targeted coaching.


• Lead Knowledge Management to improve agent effectiveness, FCR, and resolution times.


• Provide leadership during major incidents and business-critical escalations.


• Partner with Infrastructure, Application, Product, and ITSM teams.


• Identify and drive continuous improvement through shift-left, self-service, automation, and AI-enabled capabilities.

Required Skills & Qualifications:

• 10+ years in Service Desk, IT Service Management, or IT Operations.


• Proven leadership of large-scale, high-volume Service Desk operations.


• Retail/Store Service Desk experience, preferably with Corporate support.


• Expertise in Service Desk Management, SLA & KPI Management, Quality Management, and Knowledge Management.


• Client and executive stakeholder management, including offshore/global delivery oversight.


• Ability to manage operational escalations and drive service recovery with data-driven improvements.


• Strong analytical capability and executive communication skills.

Preferred Skills:

• ITIL certification or strong ITSM background.


• Major Incident Management experience.


• ServiceNow experience.


• Retail technology support: POS, store devices, mobility, and store infrastructure.


• Contact Center or Service Desk analytics experience.


• Automation, GenAI, Virtual Agents, Agent Assist, or automated Quality Management.

Additional Details:

• Role Type: Contract. Onshore, client-facing leadership with offshore Service Desk delivery.


• Work Model: Hybrid. Local candidates preferred. No visa restrictions.


• Education: Bachelor's degree required.


• Vaccination Mandate: No.


• Travel and Expenses: Not covered by client.


• Industry Experience: Retail preferred.

Why BCforward?

At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:

• Competitive compensation and benefits.


• Opportunities for growth with global clients.


• A supportive, inclusive culture that values innovation and people.


• Exposure to cutting-edge technologies and projects, including AI-enabled Service Desk capabilities.

About Our Commitment

BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Interested? Apply Now!

If this sounds like the right opportunity for you, please apply with your most recent resume.