Director, AI-Driven IT Helpdesk & Service Delivery

HITEC; City of Albany (NY); Ibrido; USD 180.000 - 240.000; Tempo pieno

Descrizione del lavoro

KPMG is seeking a Director, Digital Desk to join our Digital Nexus Technology organization. This hybrid role leads the enterprise IT helpdesk strategy, workforce forecasting, and KPI governance across onshore and offshore teams.

Ideal candidates bring 10+ years in ITSM, 5+ years in people management, and hands-on experience with ServiceNow, NowAssist, and Nice CXOne, plus ITIL expertise and a track record of AI-driven service improvements.

Competenze

• 10+ years in ITSM, corporate service desk, or EUC leadership
• 5+ years direct people management including budgeting, forecasting, hiring
• Bachelor's degree preferred; high school diploma or 12 years equivalent required
• Hands-on with ServiceNow, NowAssist, and Nice CXOne; ITIL framework knowledge
• Proven track record leading helpdesk transformation toward AI self-service and live agent chat
• Experience authoring SOWs and managing offshore resource pools and partners
• Strong communication skills translating metrics to executive outcomes
• Authorized to work in the U.S. without visa sponsorship now or in the future

Mansioni

• Direct strategic vision and 24x7x365 operational execution of enterprise IT helpdesk
• Lead workload forecasting and workforce management to predict ticket and chat volumes
• Define and report on KPIs: SLA, FCR, MTTR, CSAT, cost-per-contact
• Champion AI-driven self-service, virtual agents, and omnichannel chat
• Collaborate with Tier 3 engineering to build knowledge repositories
• Maintain budgeting, forecasting, and governance of onshore/offshore teams

Conoscenze

ITSM/Service Desk Leadership

People Management

ServiceNow

NowAssist

Nice CXOne

ITIL

AI-driven self-service

SOWs

Offshore resource mgmt

Executive communication

Formazione

Bachelor's degree in CS/IT/Business or related field

Strumenti

ServiceNow

NowAssist

Nice CXOne

Descrizione del lavoro

KPMG is seeking a Director, Digital Desk to join our Digital Nexus Technology organization. This hybrid role leads the enterprise IT helpdesk strategy, workforce forecasting, and KPI governance across onshore and offshore teams.

Ideal candidates bring 10+ years in ITSM, 5+ years in people management, and hands-on experience with ServiceNow, NowAssist, and Nice CXOne, plus ITIL expertise and a track record of AI-driven service improvements.