Director, IT Service Desk

Armanino McKenna Certified Public Accountants & Consultants•Irvine, CA

47d

About The Position

Armanino is proud to be Among the top 20 Largest Accounting and Consulting Firms in the Nation and one of the Best Places to Work. We have a community of resources that are ready and willing to support your ideas, build your skills and expand your professional network. We want you to integrate all aspects of your life with your career. At Armanino, we know you don't check-out of life when you check-in at work. That's why we've created a unique work environment where your passions, work, and family & friends can overlap. We want to help you achieve growth by giving you access to a network of smart and supportive people, willing to listen to your ideas. As Director of IT Service Desk, you will transform the end-user experience, leading a high-performing team to deliver consistent, secure, and innovative service. You will drive process improvement, automation, and AI-enabled self-service to optimize responsiveness and satisfaction, while influencing broader IT strategy.

Requirements

Bachelor's degree in Information Technology or related field or equivalent experience.
Minimum of 10 years in IT service delivery or end-user computing, including a minimum of 3 years in leadership.
Prior experience working in Professional Services industry is required.
ITIL knowledge and experience leading multi-tier service desk teams.
Occasional travel (up to 10%) to regional offices, client, and vendor sites.
Demonstrates the Firm's Purpose, Values, and Anchors - being Empowered, putting the Firm First, acting with Insight, and bringing Positive Energy - while fostering an Innovative, Entrepreneurial, and Growth-oriented mindset.

Nice To Haves

Master's degree

Responsibilities

Develop and execute a Service Delivery Strategy aligned with firm priorities, emphasizing security, consistency, and client service excellence.
Establish and maintain SLAs and KPIs to measure responsiveness, resolution, and satisfaction.
Represent the voice of the end-user in IT leadership discussions, advocating for simplification, standardization, and usability.
Lead and manage the IT Service Desk organization, including Tier 1-3 support, field support, and service management.
Build and sustain a high-performance culture centered on accountability, ownership, and customer focus.
Define clear career paths and development programs for Service Desk personnel, promoting mobility into specialized IT areas (Automation, Cybersecurity, Systems).
Develop and enforce ITIL-based processes for Incident, Problem, Request, and Change Management.
Manage the Service Desk toolset (ServiceNow) and maintain accurate configuration and knowledge repositories.
Partner with the Automations Team to implement self-service portals, automated provisioning, and AI-enabled virtual assistants - with a Year-One stretch goal of eliminating Level 1 desktop issues.
Coordinate major incident management and communication during critical outages or firmwide technology events.
Continuously improve service operations using analytics, trend analysis, and user feedback.
Produce regular reporting on SLAs, KPIs, customer satisfaction, and improvement initiatives for IT and firm leadership.
Ensure compliance with security policies, audit standards, and data protection requirements.