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 firmwideLead advanced workload forecasting and workforce management (WFM) strategies to accurately predict ticket and chat volumes, ensuring optimal staffing coverage and continuous service availabilityDefine, 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 optimizationChampion 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 CXOnePartner closely with Tier 3 engineering teams to build, scale, and maintain centralized knowledge repositories that empower analysts, streamline escalation pathways, and enhance self-service deflectionMaintain full fiscal accountability for operational budgeting, forecasting, and hiring while overseeing the governance and performance of multi-tiered onshore and offshore service provider teamsQualifications: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 hiringBachelor'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 experienceHands-on operational leadership experience utilizing ServiceNow, NowAssist, and Nice CXOne; thorough understanding of ITIL frameworks, specifically Incident Management, Request Management, and Service Level ManagementProven track record of leading helpdesk transformation shifting to AI-driven self-service and live agent chat modelsDemonstrated success authoring SOWs and managing large-scale offshore resource pools and third-party delivery partnersOutstanding communication and presentation skills, with a track record of translating complex IT service desk metrics into strategic outcomes for executive leadershipApplicants 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 visaFor this current opening, our target hiring salary range is $147000 to $270000 based on the immediate requirements and scope of the role. The current full market salary range for this job level is disclosed below. This broader range represents potential future income growth available over the course of a career in this position. Potential income growth is determined based on relevant factors such as skills, performance, job responsibilities, experience, certain degrees and certifications, and market considerations.KPMG LLP and its affiliates and subsidiaries (“KPMG”) complies with all local/state regulations regarding displaying salary ranges. If required, the ranges displayed below or via the URL below are specifically for those potential hires who will work in the location(s) listed. Any offered salary is determined based on relevant factors such as applicant's skills, job responsibilities, prior relevant experience, certain degrees and certifications and market considerations. In addition, KPMG LLP is proud to offer a comprehensive, competitive benefits package, with options designed to help you make the best decisions for yourself, your family, and your lifestyle. Available benefits are based on eligibility. Depending on job classification, standard work hours, and years of service, KPMG LLP provides a Total Rewards Package that includes 401(k) and medical and may include dental, vision, disability and life insurance, personal well-being and Personal Time Off. Additionally, each year KPMG publishes a calendar of holidays to be observed during the year depending on your job classification and entity affiliation. Additional details about our benefits can be found towards the bottom of our KPMG US Careers site at Benefits & How We Work. Follow this link to obtain salary ranges by city outside of CA:KPMG LLP and its affiliates and subsidiaries ("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/ethnicity, color, creed, religion, age, sex/gender, national origin, ancestry, citizenship status, marital status, sexual orientation, gender identity or expression, disability, pregnancy, childbirth or other related condition, military/veteran status, genetic information, status as a victim of domestic violence or sexual abuse or any other legally protected status. The attached link contains further information regarding the firm's compliance with federal, state, and local recruitment and hiring lawsKPMG recruits on a rolling basis. Candidates are considered as they apply, until the opportunity is filled. Candidates are encouraged to apply expeditiously to any role(s) for which they are qualified that is also of interest to them.Los Angeles County applicants: Material job duties for this position are listed above. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, and safeguard business operations and company reputation. Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.