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Global Provisioning Services Team Leader

McKinsey & Company

McKinsey & Company

Düsseldorf, Germany
Posted on Thursday, October 5, 2023
Technology & Digital

Global Provisioning Services Team Leader

.

  • Dusseldorf

Who You'll Work With

You will be based in the Tech Hub office located in Dusseldorf (Solingen). The Tech Hub provides IT equipment support, logistics and hardware life-cycle management across multiple service lines (new hire, replacements, loaner, break-fix, quick ship) for McKinsey colleagues in (EMEA and parts of AP). You would be responsible for the Supplies Management and Laptop Technicians team as part of the Global Provisioning Services (GPS). The IT Support Team Leader will deliver world-class IT support service via established global and regional processes. With focus on the daily business operations you will continuously improve existing processes and best practices to ensure high quality service delivery.

What You'll Do

You will coordinate backup and overflow coverage to ensure consistent service and quality during absences, unanticipated departures and peak workloads.
In this role, you will oversee administrative duties including timesheet review and approval, monitoring overtime, approving vacation, and tracking sick time, in accordance with firm policies and procedures. You will also conduct timely and thorough performance evaluations by gathering, summarizing, and delivering  feedback (on an ongoing  basis, as well as formally during year-end reviews). By assessing development needs in conjunction with Professional Development Plans you will arrange, develop and deliver individualized and/or group-based trainings. Furthermore you will coach specialists in all areas of world-class support: customer service, best practices, problem solving, ticket handling/routing, documentation and severity management. You will create and maintain an energizing, high-performance work environment reflecting McKinsey values, a collaborative team-based culture, and a service mindset. By leading, coaching and motivating team members you will enhance their effectiveness and overall job satisfaction.
As an escalation point for specialists and customers you will manage complex user problems against aggressive timelines. By contributing to ongoing collaboration with other IT support teams as well as helping to define and implement knowledge management best practices, you will drive consistent solution delivery across all support tiers. In addition you will assist leadership with the development and implementation of strategic initiatives.

Qualifications

  • Bachelor’s in computer science or equivalent degree
  • 5+ years’ leadership experience (or equivalent) in an IT Support services environment preferred
  • Exceptional customer-service attitude and ability to build and cultivate strong relationships with a high level of professionalism
  • Hands on IT, logistic and warehouse management skills
  • Strong knowledge of Windows/Mac OS and applications
  • Strong leadership skills, and demonstrated ability to coach and motivate
  • Strong stakeholder management
  • Strong team builder with excellent organizational, conceptual and methodological skills
  • Excellent time-management, administrative and organizational skills
  • Strong problem-solving and multi-tasking capabilities
  • Exceptional interpersonal, communication (oral and written) and conflict resolution skills; strong influencing capabilities
  • Willingness and ability to make independent decisions
  • Strong integrity, maturity and fairness in dealing with people and confidential information
  • Excellent judgment, maturity, and trustworthiness
Apply Now
Job Skill Group - CSSA
Job Skill Code - RSTL - Team Leader
Function - Technology
Industry - High Tech
Post to LinkedIn - Yes
Posted to LinkedIn Date - Mon Sep 25 00:00:00 GMT 2023
LinkedIn Posting City - Dusseldorf
LinkedIn Posting State/Province -
LinkedIn Posting Country - Germany
LinkedIn Job Title - Global Provisioning Services Team Leader
LinkedIn Function - Information Technology
LinkedIn Industry - Information Technology and Services
LinkedIn Seniority Level - Mid-Senior level