Team Lead – Helpdesk

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. 

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.