You will provide application support to McKinsey consultants and external clients by leading a team of 8-12 members.
In this role you will be responsible for the staffing, performance, and career development of your team. You will manage the team’s performance and ensure that service levels are met or exceeded.
As a team lead, you will provide coaching on performance, priorities and communication.
Additionally, you will act as a technical escalation point for team members. You will review complaints and then build and implement corrective actions resulting from your analysis.
You will 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.
You will have an active role in creating positive relationships with stakeholders through the appropriate management of their expectations and agreed objectives.
You will drive 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.
You will contribute to the improvement of the service line by identifying strategies to help reduce / resolve occurrence of issues.