Service Desk Lead / Senior Manager

job summary:

Join our team as a Senior Service Desk Lead providing end-to-end operational governance and leadership for a large-scale enterprise Service Desk. In this role, you will lead high-volume service delivery for both Retail Store operations and Corporate employees, serving as the primary client contact and guiding an offshore delivery organization.

location: San Francisco, California
job type: Contract
salary: $56.66 - 66.66 per hour
work hours: 8am to 5pm
education: Bachelors
responsibilities:

• Oversee daily Service Desk operations across retail store and corporate environments.
• Govern and direct offshore delivery teams to consistently meet operational SLAs, FCR, CSAT, and quality standards.
• Act as the client escalation point and provide leadership during major incidents.
• Drive continuous service improvement through Knowledge Management, automation, self-service, and AI capabilities.

qualifications:

10+ years of progressive leadership experience in Service Desk or IT Operations management.

Demonstrated expertise in SLA management, Quality Management, and Knowledge Management.

Proven track record leading large-scale offshore or globally distributed delivery teams.

Exceptional executive presentation, communication, and client stakeholder management skills.

PREFERRED QUALIFICATIONS

Experience supporting Retail Technology environments (POS systems, store mobility, store IT infrastructure).

ITIL Certification and hands-on experience with ServiceNow.

Exposure to Service Desk automation, virtual agents, or AI-enabled support tools.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.