IT Service Desk Lead

BKF•Pleasanton, CA

9h•Hybrid

About The Position

BKF is a multi-service infrastructure consulting firm providing civil engineering, construction management, environmental, planning, and surveying services across California, the Pacific Northwest, and beyond. With offices throughout California and the Portland area, BKF has served transportation, water resources, land development, government, and federal clients for over 110 years. At BKF, you’ll find a unique opportunity to grow your career with intention. Our culture values professional autonomy, innovation, and meaningful collaboration across offices. We are proud to be recognized with the Great Place to Work certification for the second year in a row. 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.

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)

Nice To Haves

Prior formal team lead or supervisory experience
Experience helping improve or formalize service desk processes in a growing environment

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.