Service Desk Manager - Risk Applications Support

AM_GBO_ServiceDesk_Firm Independence

AM_GBO_ServiceDesk_Firm Independence

• Delivers work on time/agreed-upon deadlines and in line with quality standards
• Able to lead by example for the team, manages Escalations & Feedback
• Provide technical and business process support to Firm Independence applications (Sentinel and Checkpoint)
• Works closely with GBO Firm Independence Service Center, Business Process leads and ITS teams in support of daily operations, initiatives and process improvements/streamlining
• Participate in User Acceptance Testing, Data Validation exercise and report findings to the Business Process Leads and other teams in preparation for application releases and the new inquiries the team will need to answer once enhancements go live, if needed.
• Leverage standard operating procedures to resolve functional application issues.
• Highly focused on learning, adapting and delivering with respect to expectations since this project will include a broad learning curve
• Able to provide high customer experience in all situations
• Develop any necessary reports to capture performance and identify improvement areas.
• Identify gaps and areas of continuous improvement of processes and people.
• Ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• An ability to balance and plan the short-term actions of the team.
• Establish clear goals, expectations, and direction for the team.
• Create staffing schedules to ensure all shift coverage is accounted for.
• Lead the recruiting and hiring of additional support desk resources tracking progress against the initial resource plan.
• Help define onboarding plans for incoming resources and coordinate activities with other teams and groups to ensure resources are trained in support procedures.

·8+ years of extensive experience in supporting and managing risk applications and teams. ·Trained / certified in fundamentals of risk management ·Strong customer & stakeholder relationship management skills and analytical ability/critical thinking, and the ability to work effectively with customers and technical management/staff. ·Experience working with managing teams at global firms catering to international clients. ·Report Creation/Analytics skills ·Staffing Schedule creation/Capacity Planning ·Excellent Research & Troubleshooting Skills – detail oriented ·General understanding of service desk operations ·Experience with Big4 Risk Applications preferred. ·Data maintenance and analysis skills mandatory ·Experienced with writing and utilizing Knowledge Base articles/ SOPs. ·Familiarity with KPMG’s business model; familiarity with KPMG risk processes preferred. ·Strong Communication skills(oral/written) ·Candidate must have a strong working knowledge of MS Office, specifically Word, Excel, Power Point, Access and Teams. ·Experience documenting procedures and other knowledge base materials. ·Experience with ServiceNow a plus.