Job Description This opportunity is part of the Global Technology Service Desk organization, where our mission is to identify, monitor, prioritize, and solve issues across the McDonald's System for Global Technology products and services. We value collaboration, thoughtful effort, and clear communications to get our people back to work and our systems back to green quickly and effectively. As the Technical Product Manager you will manage the relationship with our Global Corporate Service Desk provider and act as a single point of contact for issue escalation and Shift Best continuous improvement. You will be responsible for driving the Global Corporate Service Desk toward the future of support services, vendor management, governance, and leadership communications. Responsibilities Continuously drive Shift Best activities to improve issues resolution and organizational effectiveness across Global Technology. Lead Automation opportunities toward next generation support experiences including Chat, AI, contact management, and pre-emptive issue resolution. Define and measure critical metrics for success demonstrating value to our organization. Develop and maintain a 2-3 year future forward Service Desk evolution plan. Manage collaboration, communications, and governance with our Global and Market partners to share roadmaps, gather and maintain knowledge and expertise, and foster adoption. Collaborate with Global Technology teams to enable understanding and support of end user experience. Work flexibly to facilitate and manage stakeholder expectations and vendor delivery in a federated environment. Qualifications Bachelor’s Degree in Technology or related experience. 5+ years of experience as a service desk agent, lead or manager. Willingness and drive for continuous improvement and problem solving. Patience and empathy paired with technical understanding and communication skills. Excellent communication and presentation skills, with the ability to optimally communicate sophisticated concepts to both technical and non-technical audiences. Clear understanding of end user experience paired with the ability to understand technical solutions. Ability to solicit and communicate business expectations and build strong client and collaborator relationships. Strong leadership skills, with the ability to influence and collaborate with cross-functional teams. Willingness and ability to live the McDonald's values every day: Serve, Inclusion, Integrity, Community, and Family. Clear understanding of industry trends and opportunities. Highly knowledgeable in service desk key performance indicators. Experience leading offshore resources. Experience managing provider contractual Service Level Agreements. Benefits eligible: Yes Bonus eligible: Yes Long term incentive eligible: Yes The expected salary range for this role is $112,860 - $143,900 per year. The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience and other job-related factors. #J-18808-Ljbffr McDonald's Corporation
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