Director, Digital Desk

HITEC; City of Albany (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

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.

Qualifications

• 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

Responsibilities

• 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

Skills

ITSM/Service Desk Leadership

People Management

ServiceNow

NowAssist

Nice CXOne

ITIL

AI-driven self-service

SOWs

Offshore resource mgmt

Executive communication

Education

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

Tools

ServiceNow

NowAssist

Nice CXOne

Job description

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 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

KPMG LLP and its 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 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. Our Total Rewards package includes a variety of medical and dental plans, vision coverage, disability and life insurance, 401(k) plans, and a robust suite of personal well-being benefits to support your mental health. Depending on job classification, standard work hours, and years of service, KPMG provides Personal Time Off per fiscal year. Additionally, each year KPMG publishes a calendar of holidays to be observed during the year and provides eligible employees two breaks each year where employees will not be required to use Personal Time Off; one is at year end and the other is around the July 4th holiday. Additional details about our benefits can be found towards the bottom of our KPMG US Careers site at Benefits & How We Work.

KPMG offers a comprehensive compensation and benefits package. 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 contains further information regarding KPMG's compliance with federal, state and local recruitment and hiring laws.

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.