The Service Desk Lead provides hands-on leadership for day-to-day IT support operations, ensuring consistent, high-quality service across approximately 20 offices in California and the Pacific Northwest. This role coordinates service desk activities such as ticket management, escalations, and technician oversight while reinforcing standardized processes and service levels. The Service Desk Lead actively supports escalations, guides the support team, and exercises independent judgment to prioritize work, resolve issues, and improve overall service quality and operational stability
Responsibilities- Lead daily service desk operations, including assigning and prioritizing tickets, managing workload distribution, and ensuring timely resolution. Provide guidance, coaching, and oversight to service desk technicians, reinforcing expectations for service quality, responsiveness, and professionalism.
- Act as the primary escalation point for complex or high-impact issues. Troubleshoot and resolve advanced technical problems across end-user systems, applications, and workplace technology platforms.
- Ensure adherence to defined service levels (SLAs) for response and resolution times. Monitor ticket queues, identify bottlenecks, and take corrective action to maintain consistent service delivery.
- Execute and reinforce IT service management processes (incident, request, and change management). Identify gaps or inefficiencies and contribute to improvements in workflows, documentation, and tooling.
- Oversee and support onboarding and offboarding processes, ensuring timely and accurate provisioning/deprovisioning of accounts, devices, and access in coordination with HR and other stakeholders.
- Monitor key service desk metrics (ticket volume, backlog, response/resolution times) and provide visibility into team performance. Escalate risks or trends impacting service quality.
- Work closely with HR, Facilities, and other departments to support employee experience, office operations, and workplace technology needs.
Requirements- Bachelor's degree or equivalent experience
- 7-10+ years of experience in IT support or service desk roles
- Demonstrated experience acting as a senior or lead technician, including mentoring or guiding other team members
- Strong hands-on troubleshooting experience across end-user systems, devices, and workplace technologies
- Experience working within ITSM frameworks (ITIL preferred)
- Experience with service desk or ITSM tools (e.g., Freshservice or similar)
- Experience supporting employee onboarding/offboarding processes in a multi-site environment
- Experience supporting cloud-based workplace platforms (identity/access, email, collaboration tools, endpoint management)
- Prior formal team lead or supervisory experience
- Experience helping improve or formalize service desk processes in a growing environment
Physical Demands: Must be able to regularly talk, hear and operate a computer, keyboard and mouse and occasionally lift, pull/push and carry up to 20 pounds with accommodations.
Work Conditions: Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress, fast-paced, deadline-oriented environment. Travel to other BKF locations and client sites may be required.
Benefits- The typical base salary range for this position is $110,000 - $130,000 annualized depending upon skills, experience, education, and geographical location. This is a salary position paid biweekly.
- Competitive salaries, profit sharing, and 401k.
- Generous paid time off packages.
- 9 Paid Holidays.
- Flexible schedules.
- Education reimbursement, Paid annual dues for professional and societal organizations.
- BKF offers competitive and award-winning benefits and perks. To learn more click here.
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