KPMG is currently seeking a Director, Digital Desk to join our Digital Nexus Technology organization. This is a hybrid work opportunity.
Responsibilities:- Direct the strategic vision and 24x7x365 operational execution of the enterprise IT helpdesk, delivering seamless, high-quality first-contact technical support across hardware, software, and connectivity firmwide
- Lead advanced workload forecasting and workforce management (WFM) strategies to accurately predict ticket and chat volumes, ensuring optimal staffing coverage and continuous service availability
- Define, track, and report on critical service delivery KPIs including SLA compliance, First Contact Resolution (FCR), Mean Time to Resolve (MTTR), CSAT, and Cost-Per-Contact to resolve friction points and drive ongoing operational optimization
- Champion the strategic evolution of end-user support by migrating legacy channels toward AI-driven self-service, virtual agents, and omnichannel chat, leveraging enterprise platforms including ServiceNow (ITSM/NowAssist) and Nice CXOne
- Partner closely with Tier 3 engineering teams to build, scale, and maintain centralized knowledge repositories that empower analysts, streamline escalation pathways, and enhance self-service deflection
- Maintain full fiscal accountability for operational budgeting, forecasting, and hiring while overseeing the governance and performance of multi-tiered onshore and offshore service provider teams
Qualifications:- Minimum ten years of recent experience in IT Service Management (ITSM), corporate service desk operations, or End User Computing (EUC) leadership; minimum five years of direct people management experience with accountability for budgeting, forecasting, and hiring
- Bachelor's degree from an accredited college or university in computer science, information technology, business administration, or a related field is preferred; minimum of a high school diploma or GED is required; or twelve years of equivalent work experience
- Hands-on operational leadership experience utilizing ServiceNow, NowAssist, and Nice CXOne; thorough understanding of ITIL frameworks, specifically Incident Management, Request Management, and Service Level Management
- Proven track record of leading helpdesk transformation shifting to AI-driven self-service and live agent chat models
- Demonstrated success authoring SOWs and managing large-scale offshore resource pools and third-party delivery partners
- Outstanding communication and presentation skills, with a track record of translating complex IT service desk metrics into strategic outcomes for executive leadership
- Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future; KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa
