Help Desk Team Lead - New Ventures


  • Computer Science University degree or equivalent IT education
  • Certified or demonstrated B2 or higher English skills, according to the Common European Framework for Languages.
  • Previous experience working with a process methodology such as Lean, Six Sigma.
  • 8-10 years of Help Desk / IT management experience
  • ITIL Practitioner certification a must. ITIL Intermediate Level certification considered a plu
  • Detailed knowledge of help desk processes, tools and performance measures; knowledge of talent assessment & mgmt practices
  • Strong process design and implementation knowledge; strong people leadership skills; highly skilled in written and verbal communications; strong project management skills; detail-oriented, problem solving, collaborative.

Who You'll Work With

You'll work in our San Jose office in Costa Rica, as part of Tech Ops, which is part of McKinsey Solutions and McKinsey's New Ventures.

Tech Ops is part of McKinsey Solutions and McKinsey's New Ventures. Our Tech Ops, service has a global scope and is provided on a 247 basis out of the three locations in India, Costa Rica and the Czech Republic. Due to the global scope of the operations, all communication is in English, both for the application interfaces as well as for customer and team interactions. Being a 247 support team, once six months have passed since your starting date at the Firm, you will be required to enter into a staff rotation in order to provide our services during the weekends. Such rotation will have a duration of one month and your schedule will be assigned for you to work either Saturdays or Sundays, according to the needs of our business.

New Ventures fosters innovation driven by analytics, design thinking, mobile and social by developing new products/services and integrating them into our client work. It is helping to shift our model toward asset-based consulting and is a foundation for –and expands our investment in –our entrepreneurial culture. Through innovative software as a service solution, strategic acquisitions, and a vibrant ecosystem of alliances, we are redefining what it means to work with McKinsey.

As one of the fastest-growing parts of our firm, New Ventures has more than 1,000 dedicated professionals (including more than 800 analysts and data scientists) and we're hiring more mathematicians, data scientists, designers, software engineers, product managers, client development managers and general managers

What You'll Do

You will provide application support to McKinsey consultants and external clients by leading a team of 8-12 members and be responsible for their staffing, motivation level, performance, and career development.

As such you will also manage the team's performance and ensure that the service levels are met or exceeded. As a Team lead, you will provide coaching to team members on performance, priorities, communication, etc. You will contribute to the success of the team and assist in improving the overall customer's experience. Initiate and lead continuous service improvement efforts (e.g., increased first contact resolution).

Additionally, you will act as a technical escalation point for team members. Review complaints, design, write and present RCAs to team member and team Leadership and build/implement corrective actions resulting from this analysis. You are expected to instill best industry ITIL practices and manage the continuous improvement of operational processes of the team. Furthermore, you will be responsible of developing team processes that promote efficiency and communication excellence. Assess processes/tools to determine their effectiveness and design/implement new protocols whenever needed.

You will have an active role in creating positive relationships with stakeholders through the appropriate management of their expectations and agreed objectives and driving the team to meet and deliver upon those expectations.

You will be responsible for escalating, second/third level technical issues to the appropriate teams and follow-up on the results. Your contribution to the improvement of the service line by identifying strategies to help reduce/resolve occurrence of issues is also a key responsibility in the role and assist/lead the recruitment of Help Desk agents.

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