Manager Help 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, Working Mother Magazine, Diversity Inc. and others. If you're as passionate about your future as we are, join our team.

• Act as the National Service Center (NSC) point of contact with designated business entities and national/local IT personnel
• Provide over-site of operational, strategic planning and organizing the allocation of resources to meet our service level agreements for the NSC
• Manage staffing including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions; document standard operating procedures and ensure staff adherence
• Provide guidance to resolve complex, project related, organizational and strategic issues
• Manage service delivery adherence to established service level agreements, through proactive monitoring and support reporting requests to meet department goals approved support methods; act as the primary contact for departmental and national IT projects related to the service provided
• Identify training and coaching needs for Help Desk, seek continuous improvement opportunities knowledge transfer of new application solutions or services

• Minimum five years of experience in Service Desk Leadership/Quality
• Bachelor's degree from an accredited college or university or equivalent work experience
• Strong trouble-shooting, organizational, customer service, team building & facilitation skills; able to prioritize, delegate and foster the development of high performance teams to lead/support an environment driven by customer service and team work
• Excellent verbal/written communication skills, with ability to effectively interact with individuals at all levels of responsibility and authority
• Able to work overtime, on weekends, and peak times to support a 24x7 environment, with the ability to be on-call during weekends and afterhours
• U.S. Citizenship is required