Team Leader - Global Help Desk

McKinsey & Company; Düsseldorf; On-site; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits package

Global collaboration opportunities

Job summary

McKinsey in Düsseldorf seeks an experienced IT leader to guide a local team delivering a frictionless technology experience for colleagues. You will work with office leadership, local stakeholders, and global product teams to align user needs with enterprise-scale initiatives.

This role blends people leadership, operational excellence, and hands-on enablement. You will drive asset lifecycle, supplier coordination, and service delivery while fostering a culture of continuous improvement and

Qualifications

• Bachelor's degree or equivalent practical experience.
• 5+ years IT support, workplace tech, or desktop services with leadership experience.
• Strong leadership, organizational skills, and accountability.
• Customer-service orientation with a concierge-level mindset.
• Excellent stakeholder management with diverse teams.
• Deep technical expertise in Windows, macOS, 365, Zoom/Teams, mobile, AV, Jamf.
• End-to-end asset management, provisioning, warehousing, inventory.
• Experience with ServiceNow or similar ITSM platforms.
• Ability to train, drive initiatives, and work in Düsseldorf in person.
• Business-level English fluency.

Responsibilities

• Lead a local IT team delivering concierge-level technology experience to colleagues.
• Collaborate with office leadership, stakeholders, and global product teams.
• Own daily support operations and equipment provisioning; monitor service quality.
• Escalate and coordinate with global Help Desks, vendors, and engineering.
• Build trusted-advisor relationships with office leaders for technology enablement.
• Oversee asset lifecycle, inventory planning, and warehousing compliance.
• Pilot and deploy new services with regional/global tech hubs based on frontline feedback.

Skills

People Leadership

Coaching

Customer Service

Stakeholder Management

Problem Solving

Decision Making

Team Development

Communication

Education

Bachelor's degree in Computer Science / IT or related field

Tools

ServiceNow

Jamf

Microsoft 365

Zoom

Microsoft Teams

Job description

Do you want to do work that matters, alongside supportive leaders who will help you grow faster than you ever thought possible? Are you a creative problem-solver who is energized by challenges? You've come to the right place.

YOUR IMPACT

You will lead a talented local team of IT professionals dedicated to delivering a frictionless, concierge-level technology experience to our colleagues. You will collaborate closely with office leadership, local stakeholders, and global product teams to bridge the gap between local user experiences and McKinsey's enterprise-scale global technology initiatives. You will be at the intersection of people leadership, operational excellence, and hands-on enablement. Your responsibilities will span across several key pillars: People Leadership & Team Development: You will coach, mentor, and inspire a high-performing IT team. You are responsible for cultivating an inclusive, collaborative culture rooted in a strong service mindset and professional growth. You will deliver actionable feedback, drive capability building (from advanced troubleshooting to concierge-level customer care), and manage workforce scheduling to ensure seamless coverage. Operational Excellence & Service Delivery: You will take full ownership of daily support operations and equipment provisioning. Utilizing data-driven insights (via platforms like ServiceNow), you will monitor service quality, manage ticket queues, and proactively identify opportunities to simplify processes. When complex tech issues arise, you will serve as the primary escalation point, coordinating with global Help Desks, vendors, and engineering teams to drive rapid resolution. Colleague Experience & Technology Enablement: You will build trusted-advisor relationships with local office leaders and colleagues. You will guide your team to turn everyday support interactions into opportunities for technology enablement, fostering curiosity and accelerating the local adoption of emerging firm technologies, including generative AI-enabled productivity tools. Asset Lifecycle & Supply Logistics: You will oversee end-to-end equipment provisioning, inventory planning, and asset tracking. You will ensure flawless warehouse management, track stock availability against business demand, coordinate with regional vendors, and enforce compliance standards for data security and asset recovery. Strategic Change Leadership: You will partner with regional and global tech hubs to pilot and deploy new services. You will translate local frontline feedback into actionable suggestions for global teams, helping your team navigate and adopt new tools and global operating standards.

YOUR GROWTH

You are someone who thrives in a high-performance environment, bringing a growth mindset and entrepreneurial spirit to tackle meaningful challenges that have a real impact. In return for your drive, determination, and curiosity, we'll provide the resources, mentorship, and opportunities to help you quickly broaden your expertise, grow into a well-rounded professional, and contribute to work that truly makes a difference. When you join us, you will have:

• Continuous learning:Our learning and apprenticeship culture, backed by structured programs, is all about helping you grow while creating an environment where feedback is clear, actionable, and focused on your development. The real magic happens when you take the input from others to heart and embrace the fast-paced learning experience, owning your journey.
• A voice that matters:From day one, we value your ideas and contributions. You'll make a tangible impact by offering innovative ideas and practical solutions, all while upholding our unwavering commitment to ethics and integrity. We not only encourage diverse perspectives, but they are critical in driving us toward the best possible outcomes.
• Global community:With colleagues across 65+ countries and over 100 different nationalities, our firm's diversity fuels creativity and helps us come up with the best solutions. Plus, you'll have the opportunity to learn from exceptional colleagues with diverse backgrounds and experiences.
• Exceptional benefits:On top of a competitive salary (based on your location, experience, and skills), we provide a comprehensive benefits package to enable holistic well-being for you and your family.

YOUR QUALIFICATIONS AND SKILLS

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
• 5+ years of experience in IT support, workplace technology, or desktop services, with a proven track record of successfully leading, coaching, and developing high-performing, customer-centric teams
• Strong leadership and organizational skills, with the demonstrated ability to balance people development, performance management, and day-to-day operational responsibilities with high accountability and attention to detail
• Exceptional customer-service orientation with the ability to cultivate a concierge-level service culture focused on driving continuous improvement and a frictionless colleague experience
• Excellent stakeholder-management and relationship-building skills, enabling effective collaboration with local office leadership, colleagues, and diverse regional or global technology teams
• Deep technical expertise in workplace technologies, including Microsoft Windows, macOS, Microsoft 365, Zoom, Microsoft Teams, mobile devices, AV systems, and endpoint management platforms like Jamf
• Solid hands-on understanding of IT asset management, including end-to-end equipment provisioning, hardware lifecycle management, warehousing, and inventory tracking
• End-to-end supplier and logistics management experience, including sourcing quotes, vendor coordination, order tracking, and collaborating with procurement teams to optimize inventory levels and monitor service-level agreements
• Robust problem-solving and escalation-management capabilities, with the ability to prioritize competing demands, resolve conflicts, and make sound decisions under pressure
• Experience with ServiceNow or comparable ITSM platforms, using operational data, incident metrics, and colleague feedback to identify trends and translate them into actionable improvement recommendations
• A forward-looking and collaborative mindset, featuring the ability to facilitate training, drive regional or global initiatives, champion AI-enabled productivity tools, and work in person from our Düsseldorf office.
• Business level language fluency in both written and verbal English

FOR NON-U.S. APPLICANTS: McKinsey & Company is an Equal Opportunity employer. For additional details regarding our global EEO policy and diversity initiatives, please visit our McKinsey Careers and Diversity & Inclusion sites.