Director, Digital Desk

Director, Digital DeskWhy KPMG search arrow - rightPractice Areas search arrow - rightEarly Career search arrow - rightExperienced search arrow - rightContractor search arrow - rightExecutive search arrow - rightJob Search search arrow - rightTalent CommunityEventsUS-KPMG.comBack to search resultsSaveBusiness Support Services / Experienced / Sr. Manager / DirectorDirector, Digital DeskAlbany, NY; Albuquerque, NM; Atlanta, GA; Austin, TX; Baltimore, MD; Baton Rouge, LA; Bentonville, AR; Birmingham, AL; Boise, ID; Boulder, CO; Buffalo, NY; Charlotte, NC; Chicago, IL; Cincinnati, OH; Cleveland, OH; Columbus, OH; Dallas, TX; Denver, CO; Des Moines, IA; Detroit, MI; Fort Worth, TX; Ft Lauderdale, FL; Greenville, SC; Harrisburg, PA; Hartford, CT; Houston, TX; Indianapolis, IN; Jackson, MS; Jacksonville, FL; Kansas City, MO; Knoxville, TN; Lincoln, NE; Louisville, KY; Memphis, TN; Miami, FL; Milwaukee, WI; Minneapolis, MN; Montvale, NJ; Morristown, NJ; Nashville, TN; New Orleans, LA; Oklahoma City, OK; Omaha, NE; Orlando, FL; Philadelphia, PA; Phoenix, AZ; Pittsburgh, PA; Providence, RI; Raleigh, NC; Richmond, VA; Rochester, NY; Salt Lake City, UT; San Antonio, TX; Shreveport, LA; St Louis, MO; Tallahassee, FL; Tampa, FL; Tempe, AZ; Virginia Beach, VA; Winston-Salem, NC138898Apply NowShareCareer Level RequirementExperiencedKnown for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in todays most important industries. Our growth is driven by delivering real results for our clients. Its also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, its no wonder were consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Seramount, Fair360 and others. If youre 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 hiringBachelors 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 visaKPMG 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 applicants 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.Follow this link to obtain salary ranges by city outside of CA:https://kpmg.com/us/en/how-we-work/pay-transparency.html/?id=6760_9_26KPMG 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 KPMGs compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.KPMG 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.Apply NowSimilar JobsExperiencedOperationsDirector, Digital Desk49 LocationsExperiencedOperationsDirector, Digital Desk11 LocationsLearn MoreLearn More AboutExperiencedLearn More AboutBusiness Support ServicesLearn About ourCulture & BenefitsWhy KPMGCareers HomeEarly CareerExperiencedContractorExecutivePractice AreasAdvisoryAudit and AssuranceTaxBusiness Support ServicesInnovation & TechnologyWhy KPMGWho We AreBenefits & How We WorkProfessional DevelopmentCommunity ImpactJob SearchUS-KPMG.comKPMGLEGALPRIVACYFEDERAL EMPLOYMENT-RELATED POSTERSACCESSIBILITYJOB SCAM ALERTTECHNICAL SUPPORTCOOKIE PREFERENCESDO NOT SELL OR SHARE MY PERSONAL INFORMATION2026 KPMG LLP, a Delaware Limited Liability Partnership, and its subsidiaries are part of the KPMG global organization of independent member firms affiliated with KPMG International Limited, a private English company limited by guarantee. All rights reserved.The KPMG name and logo are trademarks used under license by the independent member firms of the KPMG global organization.For more details about the structure of the KPMG global organization, please visit https://home.kpmg/governanceKPMG LLP and its affiliates and subsidiaries (“KPMG”) offer 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, disability, protected veteran status, or any other category protected by applicable federal, state, or local laws. The attached link contains further information regarding the firms compliance with federal, state, and local recruitment and hiring laws. KPMG maintains a drug-free workplace.Employment with KPMG is “At Will,” which means that employment may be terminated with or without cause and with or without notice at any time at the discretion of either KPMG or the employee.

• 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
• Bachelors 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 applicants 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.

Follow this link to obtain salary ranges by city outside of CA:

https://kpmg.com/us/en/how-we-work/pay-transparency.html/?id=6760_9_26

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 KPMGs compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.

KPMG 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.

Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in todays most important industries. Our growth is driven by delivering real results for our clients. Its also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, its no wonder were consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Seramount, Fair360 and others. If youre as passionate about your future as we are, join our team.