Helpdesk Manager

Qualifications

Who You'll Work With

McKinsey & Company, Inc. is a leading international management consulting firm with 90 office locations in 55 countries. It is one of the most respected and renowned organizations in the world and has been consistently ranked as the leading employer of choice at MBA schools across the world.

It advises top management of the world's leading companies on issues of strategy, organization and operations. Our mission is twofold: to help our clients make positive lasting and substantial improvements in their performance and to build a great Firm that is able to attract, develop, excite and retain exceptional people.

You'll work in Gurgaon as part of our TechOps Team, which offers clients flexible, interactive access to some of McKinsey's most distinctive proprietary knowledge. Our goal is to provide the right expertise, tools, and frameworks to reduce complexity of studies and enable consultants to successfully address the challenges they face.

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 solutions, 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 manage a team of 5-6 Team Leaders who would further manager 8-10 advisors each and be responsible for their staffing, motivation level and performance.

You will be responsible to manage escalations and act as a technical escalation point for team members, review complaints, design RCA's and build/implement corrective actions, and you'll be responsible for Service Level Agreements and OLA management. You'll be expected to manage the team's performance and ensure that the service levels are met or exceeded and also work towards team development and oversight, which includes coaching team members on performance, priorities, communication, etc.

You will be expected to instill best industry ITIL practices and develop team processes that promote efficiency and communication excellence along with assessing processes/tools to determine their effectiveness and design/implement new protocols whenever needed. Additionally, you'll work be expected to create positive relationships with stakeholders through the appropriate management of their expectations and agreed objectives. Furthermore, you'll contribute to the success of the team and assist in improving the overall customers experience and you'll initiate and lead continuous service improvement efforts (e.g., increased first contact resolution).

Qualifications

  • Strong process design and implementation knowledge
  • Strong people leadership skills
  • Highly skilled in written and verbal communications
  • Strong project management skills, orientation to detail.
  • B.Tech with an MBA
  • 12-14 years of Help Desk leadership / IT management experience

Who You'll Work With

What You'll Do


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