Team Lead, Helpdesk

McKinsey & Company
parental leave, paid time off
United States, Florida, Tampa
Feb 17, 2025
Finance Team Lead, Helpdesk Job ID: 95032 Do you want to work on complex and pressing challenges-the kind that bring together curious, ambitious, and determined leaders who strive to become better every day? If this sounds like you, you've come to the right place. Your Impact In this role, you will be responsible for category management support, taking ownership and gaining a deep understanding of category features. You will lead the global outsourced provider by analyzing performance, monitoring customer satisfaction, driving process improvements, and mitigating risks, all while ensuring end-to-end service excellence. You will implement the operational vision and strategy in alignment with the overall group, department, and function. Your objective will be to ensure exceptional customer service and satisfaction. Additionally, you will serve as the escalation point for exceptions and sensitive or unique requests, ensuring that these are handled effectively and efficiently. For this role, you will act as a thought partner with the Solutions, Purchasing, Card Operations/Strategy, Supplier Risk, and Travel teams, providing category-specific recommendations for new products and processes, as well as resolving technology problems. You will serve as the category owner for operations, supporting processes that identify areas for improvement and implementing changes to streamline and automate operations. Additionally, you will handle category-specific escalations and develop and implement new workstreams. Your responsibilities will also include overseeing the onboarding, training, and ongoing performance management of outsourced providers. Furthermore, you will perform data analysis on the customer satisfaction of outsourced teams, helping to identify areas for growth and process improvement. You will serve as a customer advocate, ensuring that customers' concerns are addressed and their feedback is used to create changes that provide better customer service. To deliver a seamless user journey, you will conduct callbacks and perform root cause analysis to develop effective solutions and strategies for positive change. You will also be responsible for reviewing and ensuring that documentation on internal team processes and functional training programs are updated and globally aligned to ensure consistency in support. You will mentor and deliver training, including conducting quality checks on current technologies and processes. Your role will involve coordinating tasks with a sense of urgency and attention to detail. Your Growth You will be part of the Optimize Helpdesk team within Optimize, McKinsey's global procurement function that enhances and protects the firm's resources and reputation by making responsible buying easy and creating leading solutions and experiences across our supplier ecosystem. You will be based out of one of our service centers in either Tampa, Miramar, or San Jose. The Optimize Helpdesk team leads and acts as the central point of contact for all Optimize related queries and oversees support for all products and services. You will report to the Optimize Helpdesk Manager and work cross-functionally with key stakeholders including Finance, Risk, Compliance, and IT as you support, shape and deliver on the firm's initiatives and strategies. Your qualifications and skills University degree preferred 3+ years of professional relevant experience in operations, procurement, and/or customer support Ability to work collaboratively in a team environment Skills to communicate complex ideas effectively Ability to communicate effectively-both verbally and in writing Technological & customer service proficiency Program/project management Please review the additional requirements regarding essential job functions of McKinsey colleagues. Apply Now Apply Later FOR U.S. APPLICANTS: McKinsey & Company is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law. Certain US jurisdictions require McKinsey & Company to include a reasonable estimate of the salary for this role. For new joiners for this role in the United States, including all office locations where the job may be performed, a reasonable estimated range is $94,100 - $123,900 USD -to help you understand what you can expect. This reflects our best estimate of the lowest to highest [salary/hourly wages] for this role at the time of this posting, ensuring you have a clear picture right from the start, though it's important to remember that actual salaries may vary. Factors like your office location, your unique blend of experience and skills, start date and our current organizational needs all play a part in determining the final figure. Certain roles are also eligible for bonuses, subject to McKinsey's discretion and based on factors such as individual and/or organizational performance. Additionally, we provide a comprehensive benefits package that reflects our commitment to the wellness of our colleagues and their families. This includes medical, mental health, dental and vision coverage, telemedicine services, life, accident and disability insurance, parental leave and family planning benefits, caregiving resources, a generous retirement contributions program, financial guidance, and paid time off. FOR NON-U.S. APPLICANTS: McKinsey & Company is an Equal Opportunity employer. For additional details regarding our global EEO policy and diversity initiatives, please visit our McKinsey Careers and Diversity & Inclusion sites. Job Skill Group - CSSA Job Skill Code - PUTL - Purchasing Team Leader Function - Technology Industry - Infrastructure Post to LinkedIn - #LI-DNI Posted to LinkedIn Date - LinkedIn Posting City - LinkedIn Posting State/Province - LinkedIn Posting Country - LinkedIn Job Title - Team Lead, Helpdesk LinkedIn Function - LinkedIn Industry - LinkedIn Seniority Level -