Director, Digital Desk

Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today's most important industries. Our growth is driven by delivering real results for our clients. It's also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, it's no wonder we're consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Seramount, Fair360 and others. If you're as passionate about your future as we are, join our team. 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... For full info follow application link. KPMG is an equal opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable federal, state or local laws. The attached link "https://assets.kpmg.com/content/dam/kpmg/us/pdf/2018/09/eeo.pdf? "contains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws. No phone calls o r agencies please.