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Director, IT Service Desk

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.

Job 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.

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 leading multi-tier Service Desk and field support teams.

• Proven experience building and maturing IT service functions within an enterprise environment, ideally supporting a rapidly growing, globally distributed organization.

• Strong ITIL foundation with hands-on ownership of Incident, Problem, Change, and Request Management processes.

• Proven track record modernizing service operations through automation, AI-enabled self-service, virtual agents, and workflow optimization.

• Practical experience administering and configuring ServiceNow, including workflows, reporting, automation, CMDB, and knowledge management.

• Experience building, scaling, or transforming Service Desk operations for a large, distributed, or highly regulated organization.

• Demonstrated ability to improve end-user experience, drive process efficiency, and deliver measurable operational outcomes.

• Ability to partner with cross-functional leaders, influence strategy, and represent the voice of the end user.

• Willingness to travel up to 10% to regional offices, client sites, or vendor locations.

• 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.

Preferred Qualifications

• Master’s degree

• Experience supporting a Professional Services or Consulting firm in an internal IT capacity.

“Armanino” is the brand name under which Armanino LLP, Armanino CPA LLP, and Armanino Advisory LLC, independently owned entities, provide professional services in an alternative practice structure in accordance with law, regulations, and professional standards. Armanino LLP and Armanino CPA LLP are licensed independent CPA firms that provide attest services, and Armanino Advisory LLC and its subsidiary entities provide tax, advisory, and business consulting services. Armanino Advisory LLC and its subsidiary entities are not licensed CPA firms.

Armanino provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Armanino complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.  

Armanino expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Armanino employees to perform their job duties may result in discipline up to and including discharge.  

Armanino does not accept unsolicited candidates, referrals, or resumes from any staffing agency, recruiting service, sourcing entity, or third-party paid service at any time. Any referrals, resumes, or candidates submitted to Armanino or any employee or owner of Armanino without a pre-existing agreement signed by both parties covering the submission will be considered the property of Armanino and not subject to any fees or charges. For existing agreements, a role must be approved and open to external search; otherwise, unsolicited and unapproved submittals and referrals will be considered Armanino property and free of fees. In addition, Talent Acquisition is the sole point of contact, and contacting others in our organization without Talent Acquisition’s knowledge will result in termination of contract. 

Certain states require us to disclose the pay range and benefits summary for job openings. For Colorado residents, the compensation range for this position: $182,700 - $214,900. For Washington residents, Illinois residents, New York residents, and Southern California residents, the compensation range for this position: $200,900 - $236,400. For Northern California residents, the compensation range for this position: $210,000 - $247,100. Compensation may vary based on skills, role, and location. Eligible employees at certain levels can participate in a discretionary long-term financial incentive plan, subject to plan participation rules.

Armanino has a robust offering of benefits, including: 

• Medical, dental, vision

• Generous PTO plan and paid sick time

• Flexible work arrangements

• 401K with Profit Sharing

• Wellness program

• Generous parental leave

• 11 paid holidays

For positions based in San Francisco, consistent with the SF Fair Chance Ordinance, an arrest and conviction record will not automatically disqualify a qualified applicant from consideration.  

For Individuals who would be working within the City of Los Angeles, Armanino will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance 

To view our Consumer Notice at Collection for job applicants, please visit: https://www.armanino.com/terms/ccpa-employee-notice/ 

We have a community of resources that are ready and willing to support your ideas, build your skills and expand your professional network.