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About McDonald’s:One of the world’s largest employers with locations in more than 100 countries, McDonald’s Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.Role Summary:McDonald’s has set an ambition to become a Global Indirect Sourcing and Procurement leader. To make this happen, we are standing up a new Global Indirect Sourcing and Procurement Organization (IS&P). This organization will help McDonald’s to better leverage our scale and unlock sustainable value for our company and communities. We are transforming our Indirect Sourcing and Procurement capabilities, processes, solutions, and ways of working to create One McDonald’s Way of buying Indirect goods and services responsibly.This role presents an exceptional career opportunity to be a part of this journey as the IS&P Help Desk Lead. This role will manage the support functions related to procurement systems, tools, and processes, ensuring that end users (internal stakeholders and occasionally external suppliers) have the resources and assistance they need to perform their duties efficiently. This role is crucial for ensuring that users can seamlessly interact with procurement systems and tools. It is expected that this individual will provide first-line support for users experiencing issues with procurement systems (e.g., e-procurement platforms, supplier management tools, enterprise resource planning systems). The role will collaborate closely with IT, the Source- to-Pay Technology Provider and Functional Solutions roles to identify patterns in the types of support issues being raised and resolve root causes, streamline processes, or improve system usability.Key Responsibilities:Oversee and manage a team of help desk staff who are responsible for handling support tickets, troubleshooting issues, and providing assistance to users. Ensure the team is adequately trained and capable of resolving procurement-related issues efficientlyResponsible for monitoring of user trends or areas with continuous issues that will help the identification of potential process improvement areasAssign, prioritize, and track support requests to ensure urgent issues are addressed promptly, while also managing the resolution of less critical problems within a reasonable time frameLiaise with the Global Process Leads and Functional Solutions Lead to ensure business needs are being addressed in timely mannerEstablish and maintain help desk procedures, ensuring that service level agreements (SLAs) are metProvide first-line support for procurement software and tools, assisting users with issues related to procurement systems, order management, and supplier inquiriesCollaborate with Finance team to ensure that IS&P Supplier Data matches business standards and requirementsKnowledge and Skill Requirements:Minimum 4-year degree 5+ years of relevant experience with Business or Supply Chain background3+ years experience managing multiple projects Experience in conducting influential discussions with executive leaders Skills: Customer Service, Technical Aptitude, Stakeholder Management, Attention to Detail, Delivery ExcellenceExperience in SAP Ariba is required.Experience in ServiceNow is required.Oversee and manage a team of help desk staff who are responsible for handling support tickets, troubleshooting issues, and providing assistance to users.