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Manager, Digital Desk

KPMG
United States, Tempe
April 23, 2023
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. KPMG is currently seeking a Manager, Digital Desk to join our Digital Nexus Technology organization. Responsibilities: Manage and Support L1 team includes managing help desk technicians Mentor team, set goals, offer feedback, conduct performance evaluations, and provide career guidance to counselees; Regularly engage with counselees and those they work with to help them continuously improve; Work to increase counselees' engagement, job satisfaction and pride; Be a role model for doing the right things and treating people the right way to show volume impact at desk due to the outage Monitor SLA's, team performance and provide daily updates; Demonstrate ownership and facilitate priority incidents in a timely manner, generate adhoc reports to show volume impact at desk due to the outage Manage escalations and ensure any issues are resolved in a timely manner; Make recommendations to improve operational efficiency Use technical expertise to execute work product, tactical and some strategic planning; Interact regularly with management within the department and staff across all the firm's processes; Help influence client expectations and provide appropriate alternatives, suggestions, and recommendations for innovative improvements Integrate new team members and connect counselees to the resources and opportunities to help further their development and career goal; Assign right people to the right projects at the right time within budget and timelines; ensure team members have skills and tools to perform their jobs, acting as point of escalation to leadership; Plan for staffing ad hoc needs, such as unanticipated requests or changes to scope of projects Qualifications: Minimum five years of recent, progressive experience handling call centers and call center metrics Bachelor's degree from an accredited college or university is preferred Experience in generating call center reports, dashboards while managing service desk level 1 resources; Ability to work as on call manager (rotation basis) Demonstrated leadership, people management, analytical and troubleshooting skills as well as MS-office and ServiceNow skills Strong verbal/written communication skills, with ability to effectively interact with individuals at all levels of responsibility and authority; Must be able to prioritize, delegate and foster the development of high-performance teams to lead/support an environment driven by customer service and teamwork US Citizenship is required KPMG complies with all local/state regulations in regards to displaying salary ranges. If required, the salary range(s) are displayed below and are specifically for those potential hires who will perform work in or reside in the location(s) listed, if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market-based salary ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD, technology), for example. Albany Salary Range: Low: $99200 - High: $187500 KPMG LLP (the U.S. member firm of KPMG International) offers a comprehensive compensation and benefits package. KPMG is an affirmative action-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 contains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please. KPMG does not currently require partners or employees to be fully vaccinated or test negative for COVID-19 in order to go to KPMG offices, client sites or KPMG events, except when mandated by federal, state or local law. In some circumstances, clients also may require proof of vaccination or testing (e.g., to go to the client site).